NTT

1 year ago

Cross Technology Service Delivery Field Support Engineer (L2)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 11 hours agoStatus: Live

Job Summary

Provide second-line remote and onsite technical support and field engineering services to clients. Proactively identify, log, and resolve incidents and problems, restoring service while ensuring zero missed SLA conditions. Manage installation/configuration of client infrastructure and solution software, investigate alerts and support calls to determine root cause, and escalate to L3 when needed. Update progress and resolutions in required platforms and coordinate with stakeholders, carriers, and vendors.

Location: Singapore

Workplace: Onsite

Employment Type: Full time

Job Function: Transportation & Fleet Operations

Seniority: Mid level

Key Responsibilities

•Provide second-line remote and onsite technical support plus second-line field engineering services to clients.
•Proactively identify problems and errors, log incidents with required detail, and manage incidents through effective resolution to meet SLA conditions.
•Ensure client site infrastructure is configured, installed, tested, and operational; ensure solution software is installed and configured per client requirements.
•Diagnose alerts and second-line support calls, identify root causes using knowledge articles, and escalate to L3 Field Engineer when resolution is not possible in time.
•Track, log, report on, and correct configuration items/changes; investigate problems in systems/processes/services and assist with preventative remedies and required handover procedures.

Key Requirements

•Bachelor's degree (or equivalent) in Information Technology or Computing, or a related field.
•Professional level Data Centre certifications (e.g., Cisco, NetApp, EMC; examples include CCNP (DC) and ONTApp).
•Professional level Networking certifications (e.g., Cisco, Juniper, Aruba, F5; examples include CCNP, JNCIP, ACMP).
•Collaboration certifications (e.g., Valid CCNP Collaboration certification required; Microsoft Voice and Webex Calling/Contact Centre certifications advantageous).
•Moderate experience with collaboration technologies and client technical support, including diagnosis/troubleshooting and remote support (e.g., VOIP, IP telephony, Webex calling, SBCs).

Education:Bachelor's in Information Technology or Computing (or related field)

Skills:CommunicationPlanningPositive outlookWork under pressureActive listening

Certifications:CCNP (DC)ONTAppValid CCNP Collaboration CertificationMicrosoft Voice certification (MS700)Microsoft Voice certification (MS720)Webex Calling & Webex Contact Centre certificationCisco certificationsNetApp certificationsJuniper certificationsAruba certificationsF5 certifications

Tech Stack:CiscoNetAppEMCCCNP (DC)ONTAppJuniperArubaF5CCNPJNCIPACMPCCNP CollaborationMicrosoft Voice (MS700)Microsoft Voice (MS720)Webex CallingWebex Contact CentreCall managersVoice GatewaysCall recordingScripting

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

Website LinkedIn

Loading job details...

Preparing the role view and application actions.

NTT