In a constantly changing world, we work together with our people, clients and communities to enable them to fulfill their potential to do great things. We believe that by bringing everyone together, we can solve problems using innovative technology that can create a world that is sustainable and secure. At NTT, we encourage you to remain continuously curious, as that is what keeps you fast, flexible and relevant. No two days will be the same but that is what will help you grow and realize your full potential.
The power is in your hands to do great things. It’s time to lead the change, be the authentic you, to solve difficult challenges, to set the pace of change and to unleash your potential.
Want to be a part of our team?
The Service Delivery Field Support Engineer (L4) is responsible for providing a professional fourth-line remote and 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 will restore service to clients by managing incidents and seeing them through to an effective resolution. Their primary objective is to ensure all requests, process events and resolution incidents result in zero missed SLA conditions. The role is responsible for managing incidents of high complexity.
Provides highly visible customer support through the performance of on-site installation, as well as overseeing any necessary diagnoses, troubleshooting, service, and repair of complex equipment and systems. Checks out and approves operational quality of system equipment. Instructs customers in the operation and maintenance of the system. Serves as company liaison with customer on administrative and technical matters for assigned projects. Interprets customers’ needs and clarifies if the responsibility for problem resolution falls to sales personnel, customer support reps, or engineers. This job may include any aspect of field support, and is not limited to system hardware and software, PCs, and networking/wireless networking. Survey Tip: This job provides customer support. If employee is primarily responsible for applications/systems engineering, match to the appropriate applications/systems engineering position in the Global Sales Survey.
Working at NTT
Key Roles and Responsibilities:
Ensure that assigned infrastructure at the client site is configured, installed, tested and operational
Identify problems and errors prior to or when it occurs and log all such incidents in a timely manner with the required level of detail
Set policy and develop strategies, plans and processes for the design, monitoring, measurement, maintenance, reporting and continuous improvement of service and component availability
Investigate fourth line support calls assigned and identify the root cause of incidents and problems. Report and escalate issues to 3rd party vendors if necessary
Plan arrangements for disaster recovery together with supporting processes and manages the testing of such plans
Provide remote and onsite technical support to clients and provide field engineering services to clients.
Construct and update knowledge articles or standard operating procedures (SOP) for use by L3 Field Engineer in diagnosis and resolution
Ensure that a catalogue of available services is created and maintained and that service level agreements are complete and cost effective
Review service delivery to ensure that agreed targets are met and prepares proposals to meet forecast changes in the level or type of service
Review and approve work instructions developed by L3 Field Engineers
Analyse failed SLA tickets and recommend improvements and mitigation plan
Ensure that processes are in place for consistent classification and management of CIs, and for verification and audit of configuration records
Monitor service component capacity and initiate actions to resolve any shortfalls according to agreed procedures
Constantly create and update knowledge database
Review and approve knowledge articles created by L3 Support Engineers
Contribute to the learning and development of L3 Support Engineers
Review complex changes that involve consideration of overall architecture
Attend to user satisfaction-related escalations to ensure satisfactory closure
Report and escalate issues to third-party vendors if necessary, take full ownership for managing the incident to resolution within the service-level conditions
Knowledge, Skills and Attributes:
Excellent communicate 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 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:
Advanced degree or relevant qualification in IT/Computing and demonstrated equivalent work experience
Relevant industry/technical certifications
Relevant ITIL certification
Extensive years of experience required in network/ security/ systems/ storage administration and Monitoring Services within a medium to large ICT organisation
Demonstrated knowledge of management agent, redundancy concepts, remote console architecture, and products within the supported technical domain (i.e. Network, Storage, Security etc)
What will make you a good fit for the role?
Standard career level descriptor for job level: • Have broad expertise, uses skills to achieve goals in creative and effective ways • Works on significant issues • Creates formal networks involving coordination among groups • Exercises independent judgment in methods, techniques and evaluation criteria to obtain results • May supervise the activities of others • Typically requires extensive related experience with a Bachelor’s or equivalent degree; or extensive experience and a Master’s or equivalent degree; or a PhD or equivalent with moderate experience; or equivalent experience
Join our growing global team and accelerate your career with us. Apply today.
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.