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NTT DATA
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Networking Technical Support Engineer (L3)

Networking Technical Support Engineer (L3)

NTT DATA

5 - 9 years

0 Lacs

delhi

Posted:2 weeks ago| Platform: Shine logo

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Skills Required

technical documentation customer service problem solving communication skills teamwork management agent concepts redundancy concepts remote console architecture vendor technologies analytical thinking

Work Mode

On-site

Job Type

Full Time

Job Description

Role Overview: As a Networking Remote Technical Support Engineer (L3) at NTT DATA, you will play a crucial role in providing professional remote technical support services to clients. Your responsibilities will include identifying and resolving technical incidents and problems through pre-emptive service incident and resolution activities. Your expertise will contribute to restoring service to clients and ensuring all requests and resolution incidents meet service level agreement (SLA) conditions. Key Responsibilities: - Maintain the support process and handle support requests according to procedures. - Identify and resolve problems following agreed procedures. - Carry out agreed maintenance tasks. - Utilize knowledge articles in incident diagnosis and resolution, updating as necessary. - Monitor service delivery against service level agreements and maintain relevant information records. - Analyze service records regularly to identify actions required to maintain or improve service levels. - Prioritize and diagnose incidents according to procedures. - Investigate causes of incidents and seek resolution. - Escalate unresolved incidents and follow up until resolved. - Provide service recovery post-incident resolution. - Document and close resolved incidents according to procedures. - Ensure secure, accurate, complete, and current configuration on configuration items (CIs). - Investigate and identify root causes of incidents remotely, implementing agreed remedies and preventative measures. - Maintain knowledge of specific specialisms and provide detailed advice on their application. - Ensure efficient resolution of incidents and coordinate product requests with other team members. - Provide continuous feedback to clients and update all systems and portals as per standard operating procedures. - Cooperate with stakeholders to expedite diagnosis of errors and problems and identify resolutions. - Create knowledge articles in incident diagnosis/resolution and update as required. - Upgrade skills and knowledge on latest products and technologies and complete required Certifications. Qualifications Required: - Bachelor's degree or equivalent in Information Technology or Computing or related field. - Professional level certification in Networking technologies such as Cisco, Juniper, Aruba, F5, CCNP, JNCIS, ACMP, etc. - Cisco Dev Net certification. Additional Company Details: NTT DATA is an Equal Opportunity Employer, committed to diversity and inclusion in the workplace. (Note: The JD provided did not include any additional company details beyond the statement of being an Equal Opportunity Employer),

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Networking Technical Support Engineer (L3)