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Service Delivery Field Support Engineer

4 months ago

Kota Administrasi Jakarta Selatan, Jakarta, Indonesia NTT Full time

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

Your career here is about believing in yourself and seizing new opportunities and challenges. It's about expanding your skills and expertise in your current role and preparing yourself for future advancements. That's why we encourage you to take every opportunity to further your career within our great global team.

Grow Your Career with NTT DATA

The Cross Technology Service Delivery Field Support Engineer (L2) is responsible for providing a professional second-line remote and/or onsite technical support and field engineering service to clients by proactively identifying and resolving technical incidents and problems. Through pre-emptive service incident and resolution activities, this role restores service to clients by managing incidents and seeing them through to an effective resolution. The primary objective of this role is to ensure all requests, process events and resolution incidents result in zero missed Service Level Agreement (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.

What you'll be doing

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 second line support calls assigned and identify the root cause of incidents and problems following knowledge articles
  • Respond to and diagnose all alerts, escalate to L3 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 second line remote and onsite technical support to clients
  • Provide second 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:

  • Applies learned techniques, as well as company policies
  • Works on problems of moderate scope, often varied and nonroutine where analysis requires a review of a variety of factors
  • Focuses on providing standard professional advice and creating initial analysis for review
  • 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:

  • Bachelor's degree or equivalent in Information Technology or Computing or related
  • Professional level certification in different Data Centre technologies such as Cisco, NetApp, EMC- Ex: CCNP (DC), ONTApp etc.
  • Professional level certification in different Networking technologies such as Cisco, Juniper, Aruba, F5, CCNP, JNCIP, ACMP etc.
  • Collaboration certifications such as:
    • • Valid CCNP Collaboration Certification required.
    • • Microsoft Voice certification (MS700 & MS720) advantageous.
    • • Valid Webex Calling & Webex Contact Centre certification


Required Experience:

  • Moderate level experience in Collaboration technologies such as Call managers, Voice Gateways, Call recording, Scripting, Messaging, VOIP, IP Telephony
  • Moderate level experience in technical support to clients
  • Moderate level experience in diagnosis and troubleshooting
  • Moderate level experience providing remote support in Collaboration technologies
  • Moderate level experience in relevant technology (Cisco and it's product stack, SBC's such as AudioCodes and Oracle, CUBE's, Webex calling etc.)
  • Basic understanding of Network routing and switching

Workplace type:

Hybrid Working

Equal Opportunity Employer
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. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Accelerate your career with us. Apply today