Service Delivery Support Engineer (L2) - Remote

Overview

The Service Delivery Support Engineer (L2) at NTT DATA is responsible for providing second-line onsite technical support and field engineering services to clients, ensuring incidents are resolved effectively while maintaining service level agreements.

In Short

• Provide second-line technical support and field engineering services.
• Proactively identify and resolve technical incidents and problems.
• Ensure all requests and incidents meet Service Level Agreement (SLA) conditions.
• Conduct routine tasks and follow standard practices.
• Liaise with stakeholders to expedite error diagnosis and resolution.
• Investigate and diagnose alerts and escalate as necessary.
• Apply tools and techniques for tracking and managing incidents.
• Provide remote and onsite technical support to clients.
• Follow handover procedures for service continuity.
• Adapt to changing circumstances and maintain a positive client experience.

Requirements

• Bachelor's degree in Information Technology or related field.
• Professional certification in Networking technologies (e.g., Cisco, Juniper).
• Moderate experience in Networking technologies and technical support.
• Strong communication skills, both verbal and written.
• Ability to work under pressure and adapt to changing circumstances.
• Experience in diagnosis and troubleshooting.
• Client-focused approach to service delivery.

Benefits

• Diverse and inclusive workplace culture.
• Opportunities for career growth and development.
• Encouragement to take on new challenges.
• Supportive global team environment.
• Equal Opportunity Employer commitment.