NTT DATA Europe & Latam
Field Engineer (Networking)
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The team you'll be working with:
The Cross Technology Service Delivery Field Support Engineer is an entry-level engineering role, responsible for providing a professional first-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 is responsible for managing standard and low complexity incidents, conducting routine, repetitive tasks whilst using readily available information and following standard practices and procedures.
What you'll be doing:
- Installation and testing cabling between devices at customer data centre sites, both fibre and copper - Testing and installing pre-terminated fibre and copper cables between devices, utilising existing structured cable infrastructure of tray work or trunking where necessary.
- Attending fault calls on network devices at customer sites, where engineer will work with remote client or NTT Global support teams to resolve issues with device, either by fixing fault with existing device or replacing it.
- As part of a rota, fulfil the admin role to receive dispatch requests from NTT Global Delivery centre teams and then carry out in-country dispatching of engineers and/or parts as required.
- 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 first-line support calls assigned and identifies the root cause of incidents and problems following knowledge articles.
- Responds to and diagnoses all alerts, escalates to L2 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 first-line remote and onsite technical support to clients.
- Provides first-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.
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Note – There is a requirement to be part of rotas for out-of-business hours cover for both engineering and dispatching parts of the role.
What experience you'll bring:
- Installation and testing cabling between devices at customer data centre sites, both fibre and copper - Testing and installing pre-terminated fibre and copper cables between devices, utilising existing structured cable infrastructure of tray work or trunking where necessary.
- Attending fault calls on network devices at customer sites, where engineer will work with remote client or NTT Global support teams to resolve issues with device, either by fixing fault with existing device or replacing it.
- As part of a rota, fulfil the admin role to receive dispatch requests from NTT Global Delivery centre teams and then carry out in-country dispatching of engineers and/or parts as required.
- 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 first-line support calls assigned and identifies the root cause of incidents and problems following knowledge articles.
- Responds to and diagnoses all alerts, escalates to L2 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 first-line remote and onsite technical support to clients.
- Provides first-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.
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Who we are:
At NTT DATA, you have endless opportunities to think big, act bold, and take ownership. As a $30+ billion business and technology services, AI, and digital infrastructure leader, we co-innovate solutions with clients and partners globally for business and societal impact. Serving 75% of the Fortune Global 100, with experts in over 70 countries, we encourage experimentation and recognize great work. Proudly a Global Top Employer, NTT DATA is part of NTT Group, which invests over $3 billion annually in R&D. Make this the place where you belong, learn, and build your network. Make this the place where you grow.
What we'll offer you:
- We offer a range of tailored benefits that support your physical, emotional, and financial wellbeing.
- Our Learning and Development team ensure that there are continuous growth and development opportunities for our people.
- We also offer the opportunity to have flexible work options.
You can find more information about NTT DATA UK & Ireland here: https://uk.nttdata.com/
We are an equal opportunities employer. We believe in the fair treatment of all our employees and commit to promoting equity and diversity in our employment practices. We are committed to creating a diverse and inclusive workforce. We actively collaborate with individuals who have disabilities and long-term health conditions which have an effect on their ability to do normal daily activities, ensuring that barriers are eliminated when it comes to employment opportunities. In line with our commitment, we guarantee an interview to applicants who declare to us, during the application process, that they have a disability and meet the minimum requirements for the role. If you require any reasonable adjustments during the recruitment process, please let us know. Join us in building a truly diverse and empowered team.
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