Smart Hands Engineer

Overview

Make an impact with NTT DATA. Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can grow, belong and thrive.

The Data Center Smart Hands Engineer role is a seasoned engineering role operating in the region, responsible for providing professional remote technical support services to clients by identifying and resolving technical incidents and problems. Through pre‑emptive service incident and resolution activities, this role restores service to clients, drives incidents to effective resolution, and ensures all requests, process events, and resolution incidents meet SLA conditions.

• Maintains the support process and ensures that requests for support are handled according to the procedures.
• Identifies and resolves problems following agreed procedures.
• Carries out agreed maintenance tasks.
• Ensures usage of knowledge articles in incident diagnosis and resolution and assists with updating as and when required.
• Performs defined tasks to monitor service delivery against service level agreements and maintains records of relevant information.
• Analyzes service records against agreed service levels regularly to identify actions required to maintain or improve levels of service, and initiates or reports these actions.
• Prioritizes and diagnoses incidents according to agreed procedures.
• Investigates causes of incidents and seeks resolution.
• Escalates unresolved incidents and follows up until incident is resolved.
• Provides service recovery, following resolution of incidents.
• Documents and closes resolved incidents according to agreed procedures.
• Maintains secure, accurate, complete, and current configuration on configuration items (CIs).
• Applies tools, techniques and processes to track, log and correct information related to CIs, ensuring protection of assets and components from unauthorized change, diversion, and inappropriate use.
• Remotely investigates and identifies root cause of incidents and assists with the implementation of agreed remedies and preventative measures.
• Maintains knowledge of specific specialisms, provides detailed advice regarding their application.
• Ensures efficient and comprehensive resolution of incidents, including ensuring that repairs are carried out by coordinating product requests, working with other team members.
• Provides continuous feedback to clients and affected parties and updates all systems, portals and ticketing tools as prescribed by standard operating procedures.
• Cooperates with all stakeholders including client IT environments, vendors, carriers and colleagues to expedite diagnosis of errors and problems and to identify a resolution.
• Creates knowledge articles in incident diagnosis/resolution and assists with updating as and when required.
• Upgrades skills and enhances knowledge on latest products and technologies and completes required certification.

• Seasoned knowledge of technical documentation.
• Seasoned knowledge on management agent concepts, redundancy concepts and remote console architecture within supported technical domain.
• Seasoned knowledge of vendor technologies, such as Cisco, EMC, Dell Avaya etc.
• Seasoned customer service oriented and pro‑active thinking.
• Seasoned problem solver who is highly driven and self‑organized.
• Excellent attention to detail.
• Excellent analytical and logical thinking.
• Excellent spoken and written communication skills.
• Team player with the ability to work well with others and in group with colleagues and stakeholders.

• Bachelor's degree or equivalent in Information Technology or Computing or related field.
• Professional level certification in different Data Centre technologies such as Cisco, Net App, EMC - e.g., CCNP (DC), ONTAPP etc.
• Expertise in at least two Data Centre technologies.

• Seasoned experience in call center routing technologies, voice over IP technologies, security/firewalls, networking (routing, switching, distribution, core and access layers)…