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NTT DATA
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Senior Associate Infrastructure Specialist, Network & Security - L2

Senior Associate Infrastructure Specialist, Network & Security - L2

NTT DATA

3 - 7 years

0 Lacs

karnataka

Posted:4 days ago| Platform: Shine logo

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Skills Required

technical support networking remote support problem resolution configuration management root cause analysis customer service communication skills teamwork incident diagnosis service level agreements sla maintenance tasks knowledge articles service delivery monitoring vendor technologies analytical thinking

Work Mode

On-site

Job Type

Full Time

Job Description

Role Overview: As a Networking Remote Technical Support Engineer (L2) at NTT DATA, you will be responsible for providing professional remote technical support to clients by identifying and resolving technical incidents and problems. Your role will involve pre-emptive service incident management, ensuring resolution activities are carried out effectively to maintain service levels and meet service level agreements (SLA). Key Responsibilities: - Maintain the support process and handle support requests according to established procedures. - Utilize service assurance software and tools to investigate and diagnose problems, collect performance statistics, and create reports. - Identify and resolve problems following agreed procedures, and carry out maintenance tasks. - Utilize knowledge articles in incident diagnosis and resolution, updating them as required. - Monitor service delivery against service level agreements, analyze service records, and take actions to maintain or improve service levels. - Prioritize and diagnose incidents, investigate causes, and seek resolution. - Escalate unresolved incidents and provide service recovery. - Document and close resolved incidents according to procedures. - Maintain secure, accurate, and current configuration on configuration items (CIs), tracking, logging, and correcting information related to CIs. - Investigate root causes of incidents remotely and assist with implementing remedies and preventative measures. - Provide detailed advice on specific specialisms and ensure efficient resolution of incidents. - Provide continuous feedback to clients and update systems, portals, and ticketing tools as per standard operating procedures. - Identify problems and errors, log incidents with necessary detail, and cooperate with stakeholders to expedite diagnosis and resolution. Qualifications Required: - Working knowledge of technical documentation. - Knowledge of management agent concepts, redundancy concepts, and remote console architecture within supported technical domain. - Knowledge of vendor technologies such as Cisco, Juniper, Aruba, RiverBed, etc. - Customer service orientation, proactive thinking, problem-solving skills, attention to detail, analytical and logical thinking, excellent communication skills, and ability to work well with others. Company Details: NTT DATA is a $30+ billion business and technology services leader, serving 75% of the Fortune Global 100. Committed to accelerating client success and positively impacting society through responsible innovation, NTT DATA is a global top employer with experts in more than 50 countries. As part of NTT Group, NTT DATA invests over $3 billion each year in R&D.,

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NTT DATA

IT Services and IT Consulting

Tokyo Plano

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Senior Associate Infrastructure Specialist, Network & Security - L2

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Senior Associate Infrastructure Specialist, Network & Security - L2