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Data Centre Service Delivery Field Support Engineer (L2)

Data Centre Service Delivery Field Support Engineer (L2)

NTT DATA, Inc.Petaling Jaya, Selangor, Malaysia
17 hours ago
Job description

Data Centre Service Delivery Field Support Engineer (L2)

NTT DATA, Inc.

Overview

The Data Centre Service Delivery Field Support Engineer (L2) is a developing engineering role responsible for providing professional second‑line onsite technical support and field engineering service to clients. The role proactively identifies and resolves technical incidents and problems.

Your day at NTT DATA

Through pre‑emptive service incident and resolution activities, the engineer restores service to clients by managing incidents and seeing them through to effective resolution. The primary objective is to meet all Service Level Agreement (SLA) conditions.

Key responsibilities

  • Ensure that the assigned infrastructure at the client site is configured, installed, tested and operational.
  • Ensure that any software that is part of the solution is installed and configured according to client requirements.
  • Proactively identify problems and errors as they occur and log such incidents in a timely manner with the required level of detail.
  • Liaise with all stakeholders, including client IT environments, carriers and colleagues to expedite diagnosis of errors and problems and to identify a resolution.
  • Investigate second‑line support calls assigned and identify the root cause of incidents and problems following knowledge articles.
  • Respond to and diagnose all alerts; if unable to resolve within the stipulated time, elevate to L3 Field Engineer.
  • Ensure incidents are updated with progress and resolution details in a timely manner using the required platform.
  • Ensure the efficient and comprehensive resolution of incidents and requests.
  • Apply tools, techniques and processes to track, log, report on and correct configuration items, components and changes.
  • Investigate problems in systems, processes and services and assist with the implementation of agreed remedies and preventative measures.
  • Provide second‑line remote and onsite technical support to clients.
  • Provide second‑line field engineering services to clients.
  • Report and escale issues to 3rd‑party vendors if necessary.
  • Follow the required handover procedures for shift changes to ensure service continuity.

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 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, 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.

    • Academic qualifications and certifications

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

    • Required experience

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

    • Workplace type

    On‑site Working

    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.

    Third parties fraudulently posing as NTT DATA recruiters

    NTT DATA recruiters will never ask job seekers or candidates for payment or banking information during the recruitment process, for any reason. Please remain vigilant of third parties who may attempt to impersonate NTT DATA recruiters—whether in writing or by phone—in order to deceptively obtain personal data or money from you. All email communications from an NTT DATA recruiter will come from an @nttdata.com email address. If you suspect any fraudulent activity, contact us.

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