Service Delivery Field Support Engineer

2 weeks ago

Jakarta, Indonesia NTT Ltd Full time

At NTT we believe that by using innovative technology we can solve global challenges and create a world that is sustainable and secure. We are looking for curious people, from diverse backgrounds, that are keen to work in a fast-paced and agile environment.

At NTT we trust our employees to do the right thing, even when no one is watching, which is why we offer flexibility in the workplace. The majority of our roles are hybrid, meaning we encourage a balance of working from home and our local office. Ask our recruitment team if this is a hybrid role.

**Want to be a part of our team?**

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.

Radford reference:
**Working at NTT**

**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
- 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 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?**

Standard career level descriptor for job level:

- Develops professional experience
- Applies policy and procedures to solve variety of issues
- Problems are moderate in nature
- Build productive internal and external working relationships
- Receives general instructions on routine work
- Receives detailed instructions on new work
- Typically needs a Bachelor’s or equivalent and entry or basic level experience; or an advanced or equivalent degree without experience; or equivalent work experience

**Equal opportunity employer**

NTT 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, color, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category.

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