NTT

1 year ago

Cross Technology Service Delivery Field Support Engineer (L1)

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Last checked: 4 hours agoStatus: Live

Job Summary

Provide first-line remote and/or on-site technical support and field engineering services by diagnosing and resolving standard, low-complexity incidents. Ensure client infrastructure and associated software are installed, configured, tested, and operational, while proactively identifying problems, logging incidents with the right detail, meeting SLA targets, and escalating to L2 when needed. Maintain incident updates in the required platform and support continuous service through proper shift handovers.

Location: Mumbai

Workplace: Onsite

Employment Type: Full time

Job Function: Transportation & Fleet Operations

Seniority: Entry level

Key Responsibilities

•Provide first-line remote and/or on-site technical support and field engineering services to clients.
•Ensure assigned client infrastructure is configured, installed, tested, and operational; verify software installation and configuration per client requirements.
•Proactively identify problems/errors, log incidents in a timely manner with required detail, and manage incidents through effective resolution.
•Investigate first-line support calls to identify root causes using knowledge articles; diagnose alerts and escalate to L2 Field Engineer when needed.
•Track/log/report configuration items, components, and changes; investigate system/process/service problems and assist with agreed remedies and preventative measures.

Key Requirements

•Bachelor’s degree (or equivalent) in Information Technology, Computing, or a related field.
•Associate-level certifications in data center technologies (e.g., Cisco CCNA (DC)) and networking technologies.
•Valid CCNA certification required; collaboration certifications such as Microsoft Voice (MS700/MS720) and Webex Calling are advantageous.
•Entry-level experience with collaboration technologies (call managers, voice gateways, call recording, scripting, messaging, VOIP, IP telephony).
•Entry-level experience in technical support, diagnosis/troubleshooting, and providing remote support; familiarity with Cisco technology stack and routing/switching is required.

Education:Bachelor's in Information Technology or Computing

Skills:CommunicationPlanningProblem-solvingActive listeningWorking under pressure

Certifications:CCNA (DC)Valid CCNA CertificationMicrosoft Voice (MS700)Microsoft Voice (MS720)Webex Calling certificationJNCIAACMA

Tech Stack:CiscoNetAppEMCCCNA (DC)JuniperArubaF5JNCIAACMAMicrosoft Voice (MS700)Microsoft Voice (MS720)Webex CallingCall managersVoice GatewaysCall recordingScriptingMessagingVOIPIP TelephonyCisco product stack

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

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NTT