Service Delivery Field Support Engineer (L1

NTT
Malaysia
Workplace: HybridFull timeFunction: Transportation & Fleet OperationsEducation: bachelorsSkills: ["Good verbal and written communication","Ability to plan activities","Maintain a positive outlook","Work well in a pressurized environment","Active listening"]

Provide first-line remote and/or onsite technical support and field engineering to clients, proactively resolving incidents and problems to restore service and protect SLA compliance. Manage standard, low-complexity issues by installing/configuring infrastructure and solution software, diagnosing alerts, and escalating to L2 when needed. Track and update incidents in the required platform, investigate root causes using knowledge articles, and coordinate with stakeholders and vendors to ensure timely resolution.

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FursaFursa
NTT
NTT
1 month ago

Service Delivery Field Support Engineer (L1

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Source: Company careers pageValidated by: Fursa AI
Last checked: 14 hours agoStatus: Live

Job Summary

Provide first-line remote and/or onsite technical support and field engineering to clients, proactively resolving incidents and problems to restore service and protect SLA compliance. Manage standard, low-complexity issues by installing/configuring infrastructure and solution software, diagnosing alerts, and escalating to L2 when needed. Track and update incidents in the required platform, investigate root causes using knowledge articles, and coordinate with stakeholders and vendors to ensure timely resolution.
Location: Malaysia
Workplace: Hybrid
Employment Type: Full time
Job Function: Transportation & Fleet Operations
Seniority: Entry level

Key Responsibilities

  • •Provide first-line remote and/or onsite technical support and field engineering services to clients.
  • •Ensure assigned client infrastructure and solution software are installed, configured, tested, and operational.
  • •Proactively identify, diagnose, log, and resolve standard/low-complexity incidents by investigating alerts and using knowledge articles to determine root causes.
  • •Liaise with stakeholders (client IT environments, carriers, colleagues) and escalate to L2 Field Engineer or 3rd-party vendors when issues cannot be resolved within the required timeframe.
  • •Track, log, report, and update incident/request progress and resolutions in the required platform, following handover procedures to maintain service continuity.

Key Requirements

  • •Bachelor’s degree (or equivalent) in Information Technology or Computing (or related field).
  • •Associate-level certification in Data Centre technologies (e.g., Cisco, NetApp, EMC), such as CCNA (DC).
  • •Associate-level certification in Networking technologies (e.g., Cisco, Juniper, Aruba, F5, CCNA, JNCIA, ACMA).
  • •Valid CCNA certification required; Microsoft Voice certifications (MS700 & MS720) advantageous; Webex Calling certification advantageous.
  • •Entry-level experience in collaboration technologies (call managers, voice gateways, call recording, scripting, messaging, VOIP, IP telephony) and technical client support/troubleshooting, including network routing and switching.
Education:Bachelor's in Information Technology or Computing (or related field)
Skills:Good verbal and written communicationAbility to plan activitiesMaintain a positive outlookWork well in a pressurized environmentActive listening
Certifications:CCNACCNA (DC)Microsoft Voice (MS700)Microsoft Voice (MS720)Webex CallingJNCIAACMA
Tech Stack:CiscoNetAppEMCCCNA (DC)JuniperArubaF5CCNAJNCIAACMACall managersVoice GatewaysCall recordingScriptingMessagingVOIPIP TelephonyCollaboration technologiesWebex CallingMicrosoft Voice

Company Brief

NTT
Dimension Data, operating under NTT Ltd, provides managed IT services, cloud and data center solutions, networking, cybersecurity, and digital transformation services to enterprise customers worldwide.
Industry: Professional Services
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Valuation: Public Company (Market Cap in USD)
Headquarters: London, United Kingdom
Founded: 1983
WebsiteLinkedIn