Data Centre Smart Hands Engineer (L1)

About the role

The Data Centre Remote Field Service Engineer (L2) is a developing engineering role operating in the region, responsible for providing professional remote technical support to clients by identifying and resolving technical incidents and problems. The role restores service to clients by driving incidents to effective resolution and ensuring all requests, process events and resolution incidents meet service level agreements (SLAs) without missed conditions.

Responsibilities

• Maintain the support process and ensure support requests are handled according to procedures.
• Use service assurance software and tools to investigate and diagnose problems, collect performance statistics, and create reports while collaborating with users, staff, and suppliers.
• Identify and resolve problems following agreed procedures and carry out agreed maintenance tasks.
• Utilize knowledge articles in incident diagnosis and resolution, and assist with updating them as required.
• Monitor service delivery against SLAs, maintain records, and analyze service records to identify actions for maintaining or improving service levels.
• Prioritize and diagnose incidents according to procedures, investigate causes, and seek resolution.
• Escalate unresolved incidents and follow up until resolved; provide service recovery after incident resolution.
• Document and close resolved incidents according to procedures.
• Maintain secure, accurate, complete, and current configuration on configuration items (CIs) and apply tools, techniques, and processes to protect assets from unauthorized change.
• Remotely investigate and identify root causes of incidents and assist with implementation of remedies and preventative measures.
• Maintain knowledge of specific specialisms and provide detailed advice regarding their application.
• Coordinate product requests and work with team members to ensure efficient and comprehensive incident resolution.
• Provide continuous feedback to clients and update all systems, portals, and ticketing tools per standard operating procedures.
• Identify problems and errors proactively, log incidents with required detail, and cooperate with stakeholders—including client IT environments, vendors, carriers, and colleagues—to expedite diagnosis and resolution.

Qualifications

• Bachelor's degree or equivalent in Information Technology, Computing, or a related field.
• Professional‑level certifications in Data Centre technologies (e.g., Cisco, NetApp, EMC) such as CCNP (DC), ONTApp, etc.

Experience

• Moderate‑level experience with call‑center routing technologies, VoIP, security/firewalls, and networking (routing, switching, distribution, core, and access layers).
• Moderate‑level experience with IT infrastructure including storage, backup, computing, server virtualization, etc.
• Moderate‑level experience providing technical support to clients, diagnosing and troubleshooting issues.
• Moderate‑level experience delivering remote support in Data Centre technologies.

Skills

• Developing knowledge of technical documentation and management agent concepts, redundancy concepts, and remote console architecture.
• Developing knowledge of vendor technologies such as Cisco, EMC, Dell, Avaya, etc.
• Customer‑service orientation with proactive thinking.
• Strong problem‑solving ability, self‑organized and highly driven.
• Attention to detail and strong analytical and logical thinking.
• Excellent spoken and written communication skills.
• Team player capable of effective collaboration with colleagues and stakeholders.

Workplace Type

On‑site Working

About NTT DATA

NTT DATA is a $30+ billion business and technology services leader, serving 75 % of the Fortune Global 100. The company accelerates client success and positively impacts society through responsible innovation. As a global AI and digital infrastructure provider, NTT DATA offers capabilities in enterprise‑scale AI, cloud, security, connectivity, data centres, and application services. With experts in more than 70 countries, it provides access to an ecosystem of innovation centres and partners. NTT DATA is part of the NTT Group, which invests over $3 billion annually in R&D.