• Job Description

  Req#: R-108159

  Want to be a part of our team?

  • SD Field Support Engineer (L2) is responsible for providing a managed service to clients to ensure that their IT infrastructure and systems remain operational. Through the proactive monitoring, identifying, investigating, and resolving of technical incidents and problems, the SD Field Support Engineer (L2) are able to restore service to clients. Their primary objective is to proactively review client requests or tickets and apply technical/process knowledge to resolve them without breaching service level agreement (SLA). The SD Field Support Engineer (L2) focuses on second line support for incidents and requests with medium level of complexity.
  
  • "Performs IT functions such as design, analysis, evaluation, testing, debugging and implementation of applications programs supporting the company infrastructure business processes and operations and/or network-based (cloud) product systems. Analyzes, installs, acquires, modifies and supports operating systems, database or utilities software. Plans, conducts and directs the analysis of business problems with automated systems solutions. Analyzes, designs, acquires and implements projects for LAN and/or WAN systems. Plans, designs, acquires and implements telecommunications voice/wire systems. At higher job levels, may contribute to the development, testing, evaluation or design of system or infrastructure architecture used throughout the IT solution set."

  Working at NTT

  Main Duties / Key Accountabilities

  • Proactively monitors the work queues.
  • Perform operational tasks to resolve all incidents / requests in a timely manner and within agreed SLA.
  • Update tickets with resolution tasks performed
  • Identify, Investigate, analyze issues and errors prior to or when they occur and log all such incidents in a timely manner.
  • Capture all required and relevant information for immediate resolution
  • Provide second level support to all incidents, requests and identify the root cause of incidents and problems
  • Communicate with other teams and clients for extending support
  • Execute changes with clear identification of risks and mitigation plans to be captured into the change record
  • Follow the shift hand over process highlighting any key tickets to be focused along with a handover of upcoming critical tasks to be carried out in the next shift
  • Escalate all tickets to seek right focus from CoE and other teams, if needed continue the escalations to management
  • Work with automation teams for effort optimization and automating routine tasks
  • Coach Service Desk and L1 teams for technical and behavioral skills
  • Establish monitoring for client infrastructure
  • Identify problems and errors before they impact a client’s service
  • Lead and manages all initial client escalation for operational issues.
  • Contribute to the change management process by logging all change requests with complete details for standard and nonstandard including patching and any other changes to Configuration Items. Ensures all changes are carried out with proper change approvals
  • Plan and execute approved maintenance activities
  • Audit and analyze incident and request tickets for quality and recommends improvements with updates to knowledge articles.
  • Produce trend analysis reports for identifying tasks for automation, leading to reduction in tickets and optimization of effort

  Knowledge, skills and attributes

  • Ability to communicate and work across different cultures and social groups

  • Ability to plans activities and projects well in advance, and considers 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 it is 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 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:

  • Advanced diploma, degree or relevant qualification in IT/Computing (or demonstrated equivalent work experience)

  • Up to date and relevant ITIL certification

  • CCNA/A+/N+; MCSE or relevant qualification

  • VMware Certified Professional vSphere

  Experience required:

  • Solid years of work experience of which 3 – 4 years should be in the ICT sector

  • Solid experience required in in Engineering function within a medium to large ICT organization

  • Excellent working knowledge of ITIL processes

  • Excellent experience working with vendors and/or 3rd parties

  What will make you a good fit for the role?

  Standard career level descriptor for job level: • Seasoned and experienced professional • Has full understanding of specialisation area • Resolves wide range of issues in creative ways • Fully qualified, career level, career journey-orientated • Uses good judgement in selecting tools and methods to solve problems • Networks with senior internal and external people in own area of expertise • Receives little instruction on day-to-day work, receives general instructions on new assignments • Typically requires demonstrable related experience with a Bachelor’s or equivalent degree; or moderate level experience and a Master’s or equivalent degree; or a PhD 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

• About the company

  Together we do great things

Notice