NTT Ltd Hiring for Remote Datacenter Support engineer at Bangalore Full Time

At NTT we believe that by using innovative technology we can solve global challenges and create a world that is sustainable and secure. We are looking for curious people, from diverse backgrounds, that are keen to work in a fast-paced and agile environment.

At NTT we trust our employees to do the right thing, even when no one is watching, which is why we offer flexibility in the workplace. The majority of our roles are hybrid, meaning we encourage a balance of working from home and our local office. Ask our recruitment team if this is a hybrid role.

Want to be a part of our team?

The Service Delivery Remote Support Engineer (L1) is a Group GDC only role that is responsible for providing a professional first line remote technical support service to clients by identifying and resolving technical incidents and problems. Through preemptive service incident and resolution activities, this role will restore service to clients by driving incidents to an effective resolution. The role is responsible for managing incidents of low and medium complexity.

Radford reference:

Provides technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing and debugging complex electro/mechanical equipment, computer systems, complex software, or networked and/or wireless systems. Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software. Reports design, reliability and maintenance problems or bugs to design engineering/software engineering. May be involved in customer installation and training. Provides support to customer/users where the product is highly technical or sophisticated in nature. Survey Tip: In software companies this position generally interacts directly with the customer/user when the product is highly technical or sophisticated in nature, such as with systems level software where the user has a technical background. In a less sophisticated environment, as with many applications products where the user is nontechnical, this position would generally interact with product support personnel and potentially the customer when the customer’s problem cannot be resolved directly by first-level resources.

Working at NTT

Key Roles and Responsibilities:

• Provide first-line remote technical support to clients
• Investigate first line support communication and ensure resolution of incidents
• Check knowledge articles to investigate and resolve incidents
• Identify the root cause of incidents and problems. Assist in the preparation of RCA
• Follow GDC standard operating procedures
• Participate in daily performance huddles, identify causes of performance shortcomings and provide suggestions for improvement
• Review the recurring or high impact incidents and manage them through problem management process
• Document work instructions used in resolving incidents

Knowledge, Skills and Attributes:

• Ability to communicate and work across different cultures and social groups
• Ability to plan activities and projects well in advance, and takes into account possible changing circumstances
• Ability to maintain a positive outlook at work
• Ability to work well in a pressurised 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:

• Degree or relevant qualification in IT/Computing or equivalent
• Certifications of the following vendor technologies is highly preferred: Cisco, Riverbed, Bluecoat, Checkpoint, F5, Alcatel Lucent, Genesys, RSA Security, NetApp, HP, Avaya, Juniper, Palo Alto etc.

Required Experience:

• Experience in providing technical support to clients would be advantageous
• Experience in following technologies is considered highly preferred: Call centre routing technologies, Voice over IP technologies, Security/firewalls, Networking (routing, switching, distribution, core and access layers), IT infrastructure (storage, backup, computing, server virtualization and etc)

What will make you a good fit for the role?

Join our growing global team and accelerate your career with us. Apply today.