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NTT DATA
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Service Delivery Remote Support Engineer (L2)

Service Delivery Remote Support Engineer (L2)

NTT DATA

3 - 7 years

0 Lacs

karnataka

Posted:1 day ago| Platform: Shine logo

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Skills Required

technical support remote support service assurance resolution configuration management root cause analysis customer service problem solving communication skills teamwork incident diagnosis maintenance tasks knowledge articles service delivery monitoring vendor technologies attention to detail analytical thinking

Work Mode

On-site

Job Type

Full Time

Job Description

As a Security Remote Technical Support Engineer (L2) at NTT DATA, your role involves providing professional remote technical support to clients by identifying and resolving technical incidents and problems. Your responsibilities include: - Maintaining the support process and handling support requests according to procedures. - Using service assurance software and tools to investigate and diagnose problems, collect performance statistics, and create reports. - Identifying and resolving problems following agreed procedures and carrying out maintenance tasks. - Ensuring usage of knowledge articles in incident diagnosis and resolution and assisting with updating them when required. - Monitoring service delivery against service level agreements, analyzing service records, and taking actions to maintain or improve service levels. - Prioritizing and diagnosing incidents, investigating causes, seeking resolution, and escalating unresolved incidents. - Providing service recovery, documenting and closing resolved incidents, and maintaining secure, accurate, and current configuration on configuration items (CIs). - Investigating and identifying the root cause of incidents remotely and assisting with implementing remedies and preventative measures. - Maintaining knowledge of specific specialisms, providing detailed advice, ensuring efficient resolution of incidents, and providing continuous feedback to clients and stakeholders. To thrive in this role, you need to have: - Working knowledge of technical documentation. - Knowledge of vendor technologies such as Cisco, Microsoft, ARC, Audio Codes, PeterCOnnect, Sonus. - Customer service orientation, pro-active thinking, problem-solving skills, attention to detail, analytical and logical thinking, excellent communication skills, and the ability to work well with others. Academic qualifications and certifications required: - Bachelor's degree or equivalent in Information Technology or Computing or related field. - Professional level Certification in Different Networking Technologies like Cisco, Juniper, Checkpoint, PaloAlto, Fortinet, Aruba, BlueCoat, ZeeScaler 5. Required experience: - Moderate level experience in Security technologies like Firewall, IPS, IDS, Proxy, technical support, diagnosis, troubleshooting, and providing remote support in Security technologies. This is a Hybrid Working position at NTT DATA, a $30+ billion business and technology services leader, serving 75% of the Fortune Global 100. NTT DATA is committed to accelerating client success and positively impacting society through responsible innovation. With capabilities in enterprise-scale AI, cloud, security, connectivity, data centers, and application services, NTT DATA helps organizations and society move confidently into the digital future. NTT DATA is part of the NTT Group, investing over $3 billion annually in R&D.,

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Service Delivery Remote Support Engineer (L2)