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Provides highly visible customer support through the performance of on-site installation, as well as overseeing any necessary diagnoses, troubleshooting, service, and repair of complex equipment and systems. Checks out and approves operational quality of system equipment. Instructs customers in the operation and maintenance of the system. Serves as company liaison with customer on administrative and technical matters for assigned projects. Interprets customers’ needs and clarifies if the responsibility for problem resolution falls to sales personnel, customer support reps, or engineers. This job may include any aspect of field support, and is not limited to system hardware and software, PCs, and networking/wireless networking. Survey Tip: This job provides customer support. If employee is primarily responsible for applications/systems engineering, match to the appropriate applications/systems engineering position in the Global Sales Survey.
Working at NTT
The Service Delivery Field Support Engineer (L1) is responsible for providing a professional first-line remote and onsite technical support and field engineering service to clients by proactively identifying and resolving technical incidents and problems. Through preemptive service incident and resolution activities, this role will restore service to clients by managing incidents and seeing them through to an effective resolution. Their primary objective is to ensure all requests, process events and resolution incidents result in zero missed SLA conditions. The role is responsible for managing standard and low complexity incidents, conducting routine, repetitive tasks whilst using readily available information and following standard practices and procedures.
Key Roles and Responsibilities:
Ensure that the assigned infrastructure at the client site is configured, installed, tested and operational
Ensure that any software that is part of the solution is installed and configured according to client requirements
Proactively identify problems and errors as they occur and log such incidents in a timely manner with the required level of detail
Liaise with all stakeholders including client IT environments, carriers and NTT colleagues to expediate diagnosis of errors and problems and to identify a resolution
Investigate first line support calls assigned and identify the root cause of incidents and problems following knowledge articles
Respond to and diagnose all alerts, escalate to L2 Field Engineer when unable to resolve within the stipulated time
Ensure incidents are updated with progress and resolution details in a timely manner using the required platform
Ensure the efficient and comprehensive resolution of incidents and requests
Apply tools, techniques and processes to track, log, report on and correct configuration items, components and changes
Investigate problems in systems, processes and services and assists with the implementation of agreed remedies and preventative measures
Provide first line remote and onsite technical support to clients
Provide first line field engineering services to clients
Report and escalate issues to 3rd party vendors if necessary
Follow the required handover procedures for shift changes to ensure service continuity
Knowledge, Skills and Attributes:
Excellent communicate skills, both verbal and written
Ability to plan activities and projects well in advance, and take into account possible changing circumstances
Ability to maintain a positive outlook at work
Ability to work well in a pressurised environment
Ability to work hard and put in longer hours when it is necessary
Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information and refraining from interrupting
Ability to adapt to changing circumstances
Ability to place client at the forefront of all interactions, understanding their requirements and creating a positive client experience throughout the total client journey
Academic Qualifications and Certifications:
Degree or relevant qualification in IT/Computing (or demonstrated equivalent work experience)
Relevant industry/technical certifications
Relevant ITIL certification
Required Experience:
Entry level experience required in network/ security/ systems/ storage administration and Monitoring Services within a medium to large ICT organisation
Working knowledge of management agent, redundancy concepts, remote console architecture, and products within the supported technical domain (i.e. Network, Storage, Security etc)
What will make you a good fit for the role?
Is innovation part of your DNA? Do you want to enable a connected future for people, organizations, and society?
Join our growing global NTT family and you’ll be part of the world’s largest ICT company (by revenue). We’ve combined the capabilities of 28 remarkable companies to become one, leading technology services provider. Together, we help our people, clients, and communities do great things with technology to create a more secure and connected future.
We employ 40,000 people across 57 countries. By bringing together the world’s best technology companies and emerging innovators, we work together to deliver sustainable outcomes to businesses and the world. Innovation is part of our DNA. We believe it’s key to what makes us different. So, we strive to move forward, challenge the status quo, and drive excellence through the technologies we integrate and the services we deliver around the world. The result is connected cities, connected factories, connected healthcare, connected agriculture, connected conservation, connected mobility, and connected sport. Together we enable the connected future.
You’ll be joining a global employer that is committed to attracting, growing and keeping the best talent. A place where you will be at the heart of our success!
