Data Centre Remote Technical Support Engineer

3 weeks ago

Bengaluru, Karnataka, India NTT Full time

NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future.

In today's 'iNTTerconnected' world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve some of the world's most significant technological, business and societal challenges.

With people at the heart of our success, NTT is committed to attracting and growing the best talent and providing an environment where everyone feels they can belong and their contribution matters.

Want to be a part of our team?

The role of Data Centre Remote Technical Support Engineer (L3) is responsible for providing a professional remote technical support service to clients by identifying and resolving technical incidents and problems. Through pre-emptive service incident and resolution activities, this role will restore service to clients by driving incidents to an effective resolution and ensuring all requests, process events and resolution incidents result in zero missed service level agreement (SLA) conditions.

Working at NTT

Key Roles and Responsibilities:

  • Maintains the support process and ensures that requests for support are handled according to the procedures
  • Identify and resolve problems following agreed procedures
  • Carry out agreed maintenance tasks
  • Ensures usage of knowledge articles in incident diagnosis and resolution and assist with updating as and when required
  • Perform defined tasks to monitor service delivery against service level agreements and maintains records of relevant information
  • Analyse service records against agreed service levels regularly to identify actions required to maintain or improve levels of service, and initiates or reports these actions
  • Prioritise and diagnose incidents according to agreed procedures
  • Investigate causes of incidents and seeks resolution
  • Escalate unresolved incidents and follow up until incident is resolved
  • Provide service recovery, following resolution of incidents
  • Document and close resolved incidents according to agreed procedures
  • Maintain secure, accurate, complete, and current configuration on configuration items (CIs)
  • Apply tools, techniques and processes to track, log and correct information related to CIs, ensuring protection of assets and components from unauthorized change, diversion, and inappropriate use
  • Remotely investigate and identifies root cause of incidents and assist with the implementation of agreed remedies and preventative measures
  • Maintain knowledge of specific specialisms, provides detailed advice regarding their application
  • Ensure efficient and comprehensive resolution of incidents, including ensuring that repairs are carried out by coordinating product requests, working with other team members
  • Provide continuous feedback to clients and affected parties and update all systems, portals and ticketing tools as prescribed by NTT standard operating procedures.
  • Cooperate with all stakeholders including client IT environments, vendors, carriers and NTT colleagues to expedite diagnosis of errors and problems and to identify a resolution
  • Creation of knowledge articles in incident diagnosis/resolution and assist with updating as and when required
  • Upgrade skills and enhance knowledge on latest products and technologies and complete required Certification


Knowledge, Skills and Attributes:

  • Working knowledge of technical documentation
  • Knowledge on management agent concepts, redundancy concepts and remote console architecture within supported technical domain
  • Knowledge of vendor technologies, such as Cisco, EMC, Dell Avaya etc
  • Customer service orientated and pro-active thinking
  • Problem solver who is highly driven and self-organised
  • Great attention to detail
  • Good analytical and logical thinking
  • Excellent spoken and written communication skills
  • Team play with the ability to work well with others and in group with colleagues and stakeholders


Academic Qualifications and Certifications:

  • Bachelor's degree or equivalent in Information Technology or Computing or related
  • Professional level certification in different Data Centre technologies such as Cisco, NetApp, EMC- Ex: CCNP ( DC ), ONTAPP
  • Expertise in at least two Data Centre technologies


Required Experience:

  • Seasoned experience in call centre routing technologies, voice over IP technologies, Security/firewalls, Networking (routing, switching, distribution, core and access layers) and IT infrastructure (storage, backup, computing, server virtualization and etc)
  • Seasoned experience in technical support to clients
  • Seasoned experience in diagnosis and troubleshooting
  • Seasoned experience providing remote support in Data Centre technologies
  • Seasoned experience of 5 to 7 years in relevant technology

Skills Summary

Cloud Computing, Computer Coding, Continual Improvement Process, Data Analysis, Data Center Technologies, Scripting, Troubleshooting

Workplace type:

Hybrid Working

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

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

A career at NTT means:

  • Being part of a global pioneer – where you gain exposure to our Fortune 500 clients and world-leading global technology partners and work with a network of over 40,000 smart and diverse colleagues across 57 countries, delivering services in over 200 countries.
  • Being at the forefront of cutting-edge technology – backed with a 150-year heritage of using technology for good. With 40% of the world's internet traffic running on our network and where Emoji were first invented, you can be proud of the group's many new 'firsts'.
  • Making a difference – by doing meaningful work that helps to shape the future for our clients, and across industries and communities around the world.
  • Being your best self – in a progressive 'Connected Working' environment that promotes flexibility, connection and wellbeing. Where diversity and different perspectives are embraced to ensure equal opportunities for all.
  • Having ongoing opportunities to own and develop your career – with a personal and professional development plan and access to the broadest learning offerings in the industry.

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