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 onsite technical support and field engineering services to clients by proactively identifying and resolving incidents and problems. Manage standard, low-complexity issues to prevent missed SLA conditions, ensure infrastructure and solution software are installed and configured correctly, investigate alerts and diagnose root causes using knowledge articles, and escalate to L2 when needed while keeping incident records and updates accurate.

Location: Anywhere

Workplace: Onsite

Employment Type: Full time

Job Function: Transportation & Fleet Operations

Seniority: Entry level

Key Responsibilities

•Ensure client-site infrastructure is configured, installed, tested, and operational.
•Ensure solution software is installed and configured to client requirements.
•Proactively identify problems/errors, log incidents with detail, and manage them through effective resolution.
•Investigate first-line support calls and alerts, diagnose root causes using knowledge articles, and escalate to L2 when unable to resolve within time.
•Update incidents with progress/resolution details using the required platform and follow shift handover procedures for service continuity.

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, NetApp, EMC; CCNA (DC)).
•Associate level certifications in Networking technologies (e.g., Cisco, Juniper, Aruba, F5; CCNA, JNCIA, ACMA).
•Valid CCNA Certification required; Microsoft Voice certification (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 with troubleshooting/diagnosis.

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

Skills:CommunicationPlanningPositive outlookWork well under pressureActive listening

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

Tech Stack:CiscoNetAppEMCCCNA (DC)JuniperArubaF5CCNAJNCIAACMACCNA CertificationMicrosoft VoiceMS700MS720Webex CallingCall managersVoice GatewaysCall recordingScriptingMessaging

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