Network & Security Field Engineer

Overview Cross Technology Service Delivery Field Support Engineer (L2) 3 days ago Be among the first 25 applicants 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. Your day at NTT DATA The Cross Technology Service Delivery Field Support Engineer (L2) is a developing engineering role, 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 Cross Technology Service Delivery Field Support Engineer (L2) is responsible for managing standard and low complexity incidents, conducting routine, repetitive tasks whilst using readily available information and following standard practices and procedures. Responsibilities 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, escalate 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. Qualifications & Requirements Academic qualifications and certifications: Bachelor\'s degree or equivalent in Information Technology or Computing or related field. 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 its product stack, SBC\'s such as AudioCodes and Oracle, CUBE\'s, Webex calling etc.). Basic understanding of Network routing and switching. Workplace type On-site Working About NTT DATA NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo. 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. Join our growing global team and accelerate your career with us. Apply today. Security & Compliance Third parties fraudulently posing as NTT DATA recruiters. NTT DATA recruiters will never ask job seekers or candidates for payment or banking information during the recruitment process, for any reason. Please remain vigilant of third parties who may attempt to impersonate NTT DATA recruiters—whether in writing or by phone—in order to deceptively obtain personal data or money from you. All email communications from an NTT DATA recruiter will come from an @nttdata.com email address. If you suspect any fraudulent activity, please contact us. Seniority level: Entry level Employment type: Full-time Job function: Information Technology Industries: IT Services and IT Consulting Referrals increase your chances of interviewing at NTT DATA Asia Pacific by 2x Get notified about new Support Services Engineer jobs in Quarry Bay, Hong Kong SAR. Wan Chai District, Hong Kong SAR 6 months ago New Territories, Hong Kong SAR 3 days ago Wan Chai District, Hong Kong SAR 2 weeks ago #J-18808-Ljbffr