Job Responsibilities : Service Delivery Remote Support Engineer
Salary : Not Disclosed
Company : NTT
Location : Bengaluru, Karnataka
Working hours: 8 Hours
Education requirements : Bachelor Degree in CS related Field
Experience requirements : 1+ yr
Want to be a part of our team?
The Network Engineer (L2) is the mid-level position in the Networking Engineers job family and is proactive in identifying, investigating and resolving technical incidents and problems and restoring service to clients by managing incidents to resolution. Their primary objective is to ensure zero missed service level agreement conditions. The Network Engineer (L2) focuses on third line support for high complexity incidents and maintains the Networking environmental and monitoring equipment.
Working at NTT
They ensure that assigned infrastructure at the client site is configured, installed, tested and operational. In this regard they will perform necessary checks, apply monitoring tools and respond to alerts. Where software is a component of the solution they will also take responsibility for ensuring that the software is installed and configured according to client requirements.
Identify problems and errors
The Network Engineer (L3) identifies problems and errors prior to or when they occur. He or she will log such incidents in a timely manner with the required level of detail with all the necessary. They liaise with all stakeholders including client IT environments, vendors, carriers and Dimension Data colleagues to expedite diagnosis of errors and problems and to identify a resolution.
Ensure resolution of incidents and requests
They investigate second line support calls assigned to then and identify the root cause of incidents and problems. They ensure the efficient and comprehensive resolution of incidents and requests. This could involve ensuring that repairs are carried out by coordinating product requests and liaising with other team members. They will also report and escalate issues to 3rd party vendors if necessary. They take full ownership for managing the incident to resolution within the service level conditions.
Where necessary, they escalate requests and exceptions to the 3rd line support team.
Ensure continuous feedback
They provide continuous feedback to clients and affected parties and update all systems and/or portals as prescribed by Dimension Data procedures.
When required they will take responsibility receiving calls and incidents at the services desk. They assist in analysing, assigning and escalating the support calls. They also provide telephonic support to clients where required.
They update incidents with progress and resolution details.
Network Engineers (L3) that work shifts will be required to follow the required handover procedures for shift changes to ensure service continuity. They complete and maintain any shift handover schedules.
Network Engineers (L3) are also responsible for producing breach and other reports that are necessary for the correct operation of processes. They identify failures and short-comings in the current processes and escalate with recommendations.
Network Engineers (L3) are required to strictly comply with all processes and procedures as prescribed by Dimension Data and the client when relevant. Their ability to communicate well and to capture all pertinent details when required will contribute to their success. They are able to multi-task and demonstrate good client service orientation. These individuals have good problem solving skills in Networking related operations.
What will make you a good fit for the role?
- Seasoned and experienced professional
- Has full understanding of specialisation area
- Resolves wide range of issues in creative ways
- Fully qualified, career level, career journey-orientated
- Uses good judgement in selecting tools and methods to solve problems
- Networks with senior internal and external people in own area of expertise
- Receives little instruction on day-to-day work, receives general instructions on new assignments
- Typically requires demonstrable related experience with a Bachelor’s or equivalent degree; or moderate level experience and a Master’s or equivalent degree; or a PhD or equivalent degree without experience; or equivalent work experience
Join our growing global team and accelerate your career with us. Apply today.Apply Now