Data Centre Service Delivery Field Support Engineer (L2)

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.

About the role

The Data Center Service Delivery Field Support Engineer (L2) is a developing 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 is to ensure all requests, process events, and resolution incidents result in zero missed Service Level Agreement (SLA) conditions.

The role involves managing standard and low-complexity incidents, conducting routine and repetitive tasks while 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 expedite 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, escalating 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.

Requirements

• 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 maintain a positive outlook at work.
• Ability to work well in a pressurized environment.
• Ability to work hard and put in longer hours when 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 the client at the forefront of all interactions, understanding their requirements, and creating a positive client experience throughout the total client journey.

Qualifications

• Bachelor's degree or equivalent in Information Technology, Computing, or related field.
• Professional-level certification in different Data Centre technologies such as Cisco, NetApp, EMC (e.g., CCNP (DC), ONTAP).

Skills

• Moderate level of experience in building, deploying, and supporting data center networking infrastructure.
• Intermediate knowledge of data center network equipment like Nexus and MDS series switching and integration into server and storage technologies.

About NTT DATA

NTT DATA is a $30+ billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world’s leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers, and application services. Our consulting and industry solutions help organizations and society move confidently and sustainably into the digital future.

As a Global Top Employer, we have experts in more than 70 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is part of NTT Group, which invests over $3 billion each year in R&D.

Workplace type

On-site