Engineer L2

Job description

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 DATAThe Engineer (L2) is an engineering role, responsible for providing a professional second-line 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 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.

Key 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 and liaises with all stakeholders including client IT environments, carriers and colleagues to expediate diagnosis and to identify resolutions.
Investigates second line support calls assigned and identifies the root cause of incidents and problems following knowledge articles.
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.

To thrive in this role, you need to have:
Good communication skills, both verbal and written.
Ability to plan activities and projects well in advance and take into account possible changing circumstances.
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 Networking technologies such as Cisco, Juniper, Aruba, F5
CCNP- Security or Enterprise (SD-WAN Skills/experience)
Fortinet Certified Professional – Network Security (minimum) [Fortinet Certified Solutions Expert – preferred]
ITIL V4

Required experience:

Moderate level experience in Networking technologies such as routing, switching, Wireless, SDI distribution, core and access layers.
Moderate level experience in technical support to clients.
Moderate level experience in diagnosis and troubleshooting.
Moderate level experience providing remote support in Networking technologies.
Advanced Networking and/or Security Skills.

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.