Contact Us

Onsite Data Centre Technical Support Engineer, L1

at NTT DATA, Inc.
Visit NTT DATA, Inc. websiteVisit NTT DATA, Inc. LinkedIn

Posted yesterday

Apply now

About the role

  • Provides a professional remote technical support service to clients by identifying and resolving technical incidents and problems.
  • Maintains the support process and ensures that requests for support are handled according to the procedures.
  • Use service assurance software and tools to investigate and diagnose problems, collect performance statistics and create reports, working with users, other staff and suppliers as appropriate.
  • Identifies and resolves problems following agreed procedures.
  • Carries out agreed maintenance tasks.
  • Ensures usage of knowledge articles in incident diagnosis and resolution and assist with updating as and when required.
  • Perform defined tasks to monitor service delivery against service level agreements and maintains records of relevant information.
  • Analyses service records against agreed service levels regularly to identify actions required to maintain or improve levels of service, and initiates or reports these actions.
  • Prioritises 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 causes 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.
  • Identifies problems and errors prior to or when they occur.
  • Logs all such incidents in a timely manner with the required level of detail with all the necessary information.
  • Cooperates with all stakeholders including client IT environments, vendors, carriers and colleagues to expedite diagnosis of errors and problems and to identify a resolution.

Requirements

  • Working knowledge of technical documentation.
  • Knowledge on management agent concepts, redundancy concepts and remote console architecture within supported technical domain.
  • Knowledge of vendor technologies, such as Cisco, EMC, Dell Avaya etc.
  • Customer service orientated and pro-active thinking.
  • Problem solver who is highly driven and self-organized.
  • Good attention to detail.
  • Good 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.
  • Associate level certification in different Data Centre technologies such as Cisco, NetApp, EMC- Ex: CCNA (DC).
  • Entry level experience in call center routing technologies, voice over IP technologies, Security/firewalls, Networking (routing, switching, distribution, core and access layers) and IT infrastructure (storage, backup, computing, server virtualization and etc.).
  • Entry level experience in technical support to clients.
  • Entry level experience in diagnosis and troubleshooting.
  • Entry level experience providing remote support in Data Centre technologies.
  • Entry level experience in relevant technology.

Benefits

  • NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment.

Job title

Data Centre Technical Support Engineer, L1

Job type

Full Time

Experience level

Mid levelSenior

Salary

Not specified

Degree requirement

Bachelor's Degree

Tech skills

FirewallsSwitching

Location requirements

OnsiteChennaiIndia

Report this job

See something inaccurate? Let us know and we'll update the listing.

Report job

Similar roles

Browse all Support Engineer jobs
Hermann Sewerin GmbHTechnical Support Manager

Technical Support Manager developing and coordinating support processes at Hermann Sewerin GmbH. Focusing on customer interaction and innovative AI - assisted tools in technical support.

Hybrid Role
GüterslohGermanySupport Engineer
ResMedWorkday Support Analyst

Workday Support Analyst developing and maintaining IT applications based on business requirements for ResMed. Collaborating with stakeholders and managing technical solutions for the HCM platform.

Onsite Role
HyderabadIndiaSupport Engineer
2 Circle, Inc.Technical Analyst

Technical Analyst supporting B - 1 Flight Systems at 2 Circle, Inc. with expertise in aircraft maintenance and program management.

Hybrid Role
RapidUnited StatesSupport Engineer
$120,000 per year
CareATCSupport Analyst I

Support Analyst I ensuring clinical teams have reliable technology at CareATC. Triage support requests and assist with desktop, printer, and application issues in a hybrid role.

Hybrid Role
TulsaUnited StatesSupport Engineer