Data Centre Remote Technical Support Engineer (L2)

NTT
Bengaluru
Workplace: HybridFull timeFunction: Customer Support (Service Desk)Education: bachelorsSkills: ["Customer service orientation","Proactive thinking","Problem-solving","Self-organization","Analytical thinking"]

Provide professional remote technical support to data center clients by identifying, diagnosing, and resolving incidents while maintaining SLA performance. Drive proactive incident and resolution activities, investigate root causes, escalate unresolved issues, and coordinate service recovery. Use service assurance tools to analyze performance, generate reports, and document/close incidents. Maintain accurate configuration item (CI) records and use knowledge articles to deliver detailed technical advice and preventative remedies.

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FursaFursa
NTT
NTT
3 weeks ago

Data Centre Remote Technical Support Engineer (L2)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 15 hours agoStatus: Live

Job Summary

Provide professional remote technical support to data center clients by identifying, diagnosing, and resolving incidents while maintaining SLA performance. Drive proactive incident and resolution activities, investigate root causes, escalate unresolved issues, and coordinate service recovery. Use service assurance tools to analyze performance, generate reports, and document/close incidents. Maintain accurate configuration item (CI) records and use knowledge articles to deliver detailed technical advice and preventative remedies.
Location: Bengaluru
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Provide remote technical support to clients by identifying and resolving technical incidents and problems.
  • •Maintain support processes and handle requests according to procedures to ensure zero missed SLA conditions.
  • •Use service assurance software to investigate/diagnose issues, collect performance statistics, and create reports.
  • •Investigate causes and drive resolution, including escalating unresolved incidents and following up until resolved.
  • •Maintain secure, accurate, current CI configuration records and document/close resolved incidents per procedures.

Key Requirements

  • •Bachelor’s degree (or equivalent) in Information Technology, Computing, or a related field.
  • •Professional-level certification in data center technologies (e.g., Cisco/NetApp/EMC; CCNP (DC) and ONTApp).
  • •Moderate experience in call center routing technologies and voice over IP technologies.
  • •Moderate experience with security/firewalls, networking (routing, switching, distribution, core and access layers), and IT infrastructure (storage, backup, computing, server virtualization).
  • •Moderate experience providing remote technical support for data center technologies, including diagnosis and troubleshooting.
Education:Bachelor's
Skills:Customer service orientationProactive thinkingProblem-solvingSelf-organizationAnalytical thinking
Certifications:CCNP (DC)ONTApp
Tech Stack:CiscoEMCDellAvayaNetAppONTAppCCNP (DC)VoIPSecurityFirewallsNetworkingRoutingSwitchingDistributionCoreAccess layersStorageBackupServer virtualizationData center technologies

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