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NTT

3 months ago

Security Service Delivery Field Support Engineer

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Source: Company careers pageValidated by: Fursa AI

Last checked: 9 days agoStatus: Live

Job Summary

Provide second-line remote and/or onsite technical support and field engineering for clients, proactively identifying and resolving incidents and problems. Ensure service requests and resolutions meet zero missed SLA conditions by managing standard, low-complexity issues, investigating alerts, diagnosing root causes, updating progress in required platforms, and escalating to L3 when needed. Coordinate with client IT environments, carriers, colleagues, and vendors to restore service and prevent recurrence.

Location: Seoul

Workplace: Hybrid

Employment Type: Full time

Job Function: Transportation & Fleet Operations

Seniority: Mid level

Key Responsibilities

•Ensure assigned client-site infrastructure is configured, installed, tested, and operational, and that solution software is installed and configured to client requirements.
•Proactively identify problems and errors, log incidents with required detail, investigate root causes using knowledge articles, and restore service through effective resolutions.
•Respond to and diagnose alerts, escalate to L3 Field Engineer when unable to resolve within required time, and ensure incidents are updated with progress and resolution details in the required platform.
•Provide second-line remote and onsite technical support and second-line field engineering services to clients.
•Liaise with stakeholders (client IT environments, carriers, colleagues) and escalate issues to 3rd-party vendors when necessary; follow handover procedures for shift changes.

Key Requirements

•Bachelor's degree (or equivalent) in Information Technology, Computing, or a related field.
•Professional-level certifications in data center technologies (e.g., Cisco, NetApp, EMC; CCNP (DC), ONTApp).
•Professional-level certifications in networking technologies (e.g., Cisco, Juniper, Aruba, F5; CCNP, JNCIP, ACMP).
•Moderate experience with collaboration technologies such as call managers, voice gateways, call recording, scripting, messaging, VOIP, and IP telephony.
•Moderate experience in diagnosis and troubleshooting, including remote support and relevant technologies (Cisco stack, SBCs such as AudioCodes/Oracle, CUBEs, Webex Calling).

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

Skills:CommunicationPlanningActive listeningClient focusAdaptability

Certifications:CCNP (DC)Valid CCNP Collaboration CertificationMS700MS720Webex CallingWebex Contact Centre

Tech Stack:CiscoNetAppEMCCCNP (DC)ONTAppJuniperArubaF5JNCIPACMPWebex CallingWebex Contact CentreCall managersVoice GatewaysCall recordingScriptingMessagingVOIPIP TelephonySBC

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