Remote Engineer
5 days ago
Make an impact with NTT DATAJoin a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can grow, belong and thrive.Your day at NTT DATAThe Service Delivery Client Engineering - Remote Engineer (L1) is responsible for providing a professional remote technical support service to clients by proactively identifying and resolving technical incidents and problems. They make use of technical knowledge to handle technical enquiries and/or troubleshoot problems reported by clients in a timely manner. Through pre-emptive service incident and resolution activities, they restore service to clients by managing incidents and seeing them through to an effective resolution.
What you'll be doingKey Roles and Responsibilities:Serves as the initial point of contact for end-users seeking technical assistance in the areas of networking, collaboration tools, and end-user computingProvides prompt and efficient troubleshooting and support for incidents and service requests related to networking issues, such as network connectivity, DNS, DHCP, IP addressing, wireless connectivity, and network equipment configurationsResolves collaboration-related issues, including but not limited to email systems, video conferencing platforms, instant messaging tools, and document sharing applicationsAddresses end-user computing problems encompassing operating systems, hardware, software applications, printers, and mobile devicesUtilises appropriate tools, techniques, and remote access software to diagnose and resolve technical issues across the networking, collaboration, and end-user computing domainsFollows established procedures, guidelines, and best practices to deliver timely and accurate resolutions to end-users' problems.Documents all incidents, service requests, and actions taken in the service desk ticketing system, ensuring detailed and accurate recordsEscalates complex or unresolved issues to level 2 or higher-level engineers or specialised teams, providing comprehensive information and analysisCollaborates with other IT support teams, including networking, collaboration, and end-user computing specialists, to resolve cross-functional issues and contribute to problem resolutionMonitors network performance, conduct routine maintenance tasks, and apply patches and updates to network infrastructure and collaboration tools as requiredAssists in the development and maintenance of knowledge base documentation, troubleshooting guides, and standard operating procedures to enhance service desk efficiency and effectivenessKeeps up to date with industry trends, emerging technologies, and best practices in networking, collaboration, and end-user computing to provide high-quality support and contribute to continuous learning and developmentAdheres to IT service management processes and standards, including incident, problem, and change management procedures
Knowledge, Skills and Attributes:Applies knowledge and basic problem-solving techniques to define and resolve problemsWorks on problems of limited scopeStrong knowledge of networking concepts and protocols, such as TCP/IP, DNS, DHCP, VLANs, routing, switching, video conferencing, and collaboration toolsFamiliarity with end-user computing technologies, including Windows and macOS operating systems, hardware troubleshooting, software applications, mobile devices, and printer configurationsProficiency in using network monitoring and troubleshooting tools, collaboration platforms, remote desktop tools, and incident ticketing systemsExcellent problem-solving and analytical skills with the ability to think logically and troubleshoot issues effectively across multiple IT domainsStrong customer service orientation, with the ability to communicate technical concepts to non-technical users in a clear and concise mannerAbility to prioritize and manage multiple tasks, work under pressure, and meet deadlines in a fast-paced environmentEffective teamwork and collaboration skills, with the ability to work closely with cross-functional teams and stakeholders
Academic Qualifications and Certifications:Bachelor's degree or equivalent in information technology, computer science, or a related field is preferredRelevant certifications such as CCNA, CompTIA Network+, Microsoft 365, or Cisco collaboration certifications are a plus
Required Experience:Basic experience in a service desk or helpdesk role, providing support in multiple IT towers, including networking, collaboration, and end-user computingWorkplace type:Hybrid Working
About NTT DATANTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.Equal Opportunity EmployerNTT 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. Join our growing global team and accelerate your career with us. Apply today.Apply from local Career site Apply from local Career site Back to search results
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