Networking Remote Field Service Engineer (L1) – NTT DATA

Location:
Madrid, Spain Contract type: Full time Remote Working Join 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.

Key responsibilities
* Maintains the support process and ensures that requests for support are handled according to the procedures.
* Uses service assurance software and tools to investigate and diagnose problems, collects performance statistics and creates reports, working with users, other staff and suppliers as appropriate.
* Identifies and resolves problems following agreed procedures.
* Carries out agreed maintenance tasks.
* Ensures usage of knowledge articles in incident diagnosis and resolution and assist with updating as and when required.
* Performs defined tasks to monitor service delivery against service level agreements and maintains records of relevant information.
* Analyses service records against agreed service levels regularly to identify actions required to maintain or improve levels of service, and initiates or reports these actions.
* Prioritizes and diagnoses incidents according to agreed procedures.
* Investigates causes of incidents and seeks resolution.
* Escalates unresolved incidents and follows up until incident is resolved.
* Provides service recovery, following resolution of incidents.
* Documents and closes resolved incidents according to agreed procedures.
* Maintains secure, accurate, complete, and current configuration on configuration items (CIs).
* Applies 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 investigates and identifies root cause of incidents and assist with the implementation of agreed remedies and preventative measures.
* Maintains knowledge of specific specialisms, provides detailed advice regarding their application.
* Ensures efficient and comprehensive resolution of incidents, including ensuring that repairs are carried out by coordinating product requests, working with other team members.
* Provides continuous feedback to clients and affected parties and update all systems, portals and ticketing tools as prescribed by standard operating procedures.
* Identifies problems and errors prior to or when they occur.
* Logs all such incidents in a timely manner with the required level of detail with all the necessary.
* Cooperates with all stakeholders including client IT environments, vendors, carriers and colleagues to expedite diagnosis of errors and problems and to identify a resolution. 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 pressurized 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 clients at the forefront of all interactions, understanding their requirements, and creating a positive client experience throughout the total client journey.
* Entry level knowledge of vendor technologies, such as (but not limited to) Cisco, Juniper, Aruba, RiverBed etc.
* Entry level knowledge on management agent concepts, redundancy concepts and remote console architecture within supported technical domain. Academic qualifications and certifications:
* Bachelor's degree or equivalent in Information Technology or Computing or related field.
* Associate level certification in different Networking technologies such as (but not limited to) Cisco, Juniper, Aruba, F5, CCNA, JNCIA, ACMA etc. Required

experience:
* Entry level experience in Networking technologies such as routing, switching, Wireless, SDI distribution, core and access layers.
* Entry level experience in technical support to clients.
* Entry level experience in diagnosis and troubleshooting.
* Entry level experience providing remote support in Networking technologies.
* Entry level experience in relevant technology. About NTT DATA NTT 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 General Top Employer, we have diver

📌 Data Center Back Office Engineer | Hvac (Comunidad de Madrid)
🏢 Carrier
📍 Comunidad de Madrid