Networking Service Delivery Field Support Engineer; L2

At NTT DATA, we know that with the right people on board, anything is possible. The quality, integrity, and commitment of our employees have been key factors in our company's growth and market presence. By hiring the best people and helping them grow both professionally and personally, we ensure a bright future for NTT DATA and for the people who work here.

For more than 25 years, NTT DATA Services have focused on impacting the core of your business operations with industry-leading outsourcing services and automation. With our industry-specific platforms, we deliver continuous value addition, and innovation that will improve your business outcomes. Outsourcing is not just a method of gaining a one-time cost advantage, but an effective strategy for gaining and maintaining competitive advantages when executed as part of an overall sourcing strategy.

NTT DATA Services currently seeks a Networking Service Delivery Field Support Engineer (L2) to join our team in Seattle, WA
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• Ensures that the assigned infrastructure at the client site is configured, installed, tested and operational.

• Ensures that any software that is part of the solution is installed and configured according to client requirements.

• Proactively identifies problems and errors as they occur and logs such incidents in a timely manner with the required level of detail.

• Liaises with all stakeholders including client IT environments, carriers and colleagues to expediate diagnosis of errors and problems and to identify a resolution.

• Investigates second line support calls assigned and identifies the root cause of incidents and problems following knowledge articles.

• Responds to and diagnoses all alerts, escalates to L3 Field Engineer when unable to resolve within the stipulated time.

• Ensures incidents are updated with progress and resolution details in a timely manner using the required platform.

• Ensures the efficient and comprehensive resolution of incidents and requests.

• Applies tools, techniques and processes to track, log, report on and correct configuration items, components and changes.

• Investigates problems in systems, processes and services and assists with the implementation of agreed remedies and preventative measures.

• Provides second line remote and onsite technical support to clients.

• Provides second line field engineering services to clients.

• Reports and escalates issues to 3rd party vendors if necessary.

• Follows the required handover procedures for shift changes to ensure service continuity.

• Good 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 pressurized 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.

• Bachelor's degree or equivalent in Information Technology or Computing or related

• Professional level certification in different Networking technologies such as Cisco, Juniper, Aruba, F5, CCNP, JNCIP, ACMP etc.

• 3 + years of moderate level experience in Networking technologies such as routing, switching, Wireless, SDI distribution, core and access layers.

• 3+ years of moderate level experience in technical support to clients.

• Moderate level experience in diagnosis and troubleshooting.

• Moderate level experience providing remote support in Networking technologies.

• Moderate level experience in relevant technology.

NTT DATA Services is a recognized leader in IT and business services, including cloud, data and applications, headquartered in Texas. As part of NTT DATA, a $30 billion trusted global innovator with a combined global reach of over 80 countries, we help clients transform through business and technology consulting, industry and digital solutions, applications development and management, managed edge-to-cloud infrastructure services, BPO, systems integration and global data centers.

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