Data Center Remote Technical Support Engineer

Job Description

As a Data Center Remote Technical Support Engineer (L3) at NTT DATA, your role is crucial in providing professional remote technical support services to clients by identifying and resolving technical incidents and problems. Your responsibilities include maintaining support processes, handling requests according to procedures, resolving problems, carrying out maintenance tasks, and utilizing knowledge articles for incident diagnosis and resolution. You will monitor service delivery against service level agreements, analyze service records regularly, prioritize and diagnose incidents, investigate causes of incidents, and escalate unresolved incidents until resolution. Additionally, you will document and close resolved incidents, maintain configuration items, investigate root causes of incidents, and provide continuous feedback to clients and affected parties.Key Responsibilities:- Maintain support processes and handle support requests according to procedures- Identify and resolve problems following agreed procedures- Carry out agreed maintenance tasks- Utilize knowledge articles for incident diagnosis and resolution- Monitor service delivery against service level agreements- Analyze service records regularly to maintain or improve service levels- Prioritize and diagnose incidents according to procedures- Investigate causes of incidents and seek resolution- Escalate unresolved incidents and follow up until resolution- Provide service recovery following incident resolution- Document and close resolved incidents according to procedures- Maintain secure, accurate, and current configuration on configuration items- Investigate root cause of incidents and assist with implementation of remedies- Create knowledge articles in incident diagnosis/resolution and update when required- Upgrade skills and enhance knowledge on latest products and technologiesTo thrive in this role, you need:- Working knowledge of technical documentation- Knowledge of management agent concepts, redundancy concepts, and remote console architecture- Knowledge of vendor technologies like Cisco, EMC, Dell Avaya- Customer service orientation and proactive thinking- Problem-solving skills and self-organization- Attention to detail and analytical thinking- Excellent communication skills- Ability to work well with others and in groups- Bachelors degree in Information Technology or related field- Professional level certification in Data Centre technologies- Expertise in at least two Data Center technologies- 5 to 7 years of seasoned experience in relevant technologyNTT DATA, a global technology services leader, is committed to accelerating client success through responsible innovation. We are dedicated to diversity and do not discriminate based on age, race, gender, or any other protected category. Join us in our mission to positively impact society and accelerate your career in a growing global team. Apply today and be part of our inclusive and innovative environment.Note: NTT DATA recruiters will never ask for payment or banking information during the recruitment process. If you suspect any fraudulent activity, please contact us immediately. As a Data Center Remote Technical Support Engineer (L3) at NTT DATA, your role is crucial in providing professional remote technical support services to clients by identifying and resolving technical incidents and problems. Your responsibilities include maintaining support processes, handling requests according to procedures, resolving problems, carrying out maintenance tasks, and utilizing knowledge articles for incident diagnosis and resolution. You will monitor service delivery against service level agreements, analyze service records regularly, prioritize and diagnose incidents, investigate causes of incidents, and escalate unresolved incidents until resolution. Additionally, you will document and close resolved incidents, maintain configuration items, investigate root causes of incidents, and provide continuous feedback to clients and affected parties.Key Responsibilities:- Maintain support processes and handle support requests according to procedures- Identify and resolve problems following agreed procedures- Carry out agreed maintenance tasks- Utilize knowledge articles for incident diagnosis and resolution- Monitor service delivery against service level agreements- Analyze service records regularly to maintain or improve service levels- Prioritize and diagnose incidents according to procedures- Investigate causes of incidents and seek resolution- Escalate unresolved incidents and follow up until resolution- Provide service recovery following incident resolution- Document and close resolved incidents according to procedures- Maintain secure, accurate, and current configuration on configuration items- Investigate root cause of incidents and assist with implementation of remedies- Create knowledge articles in incident diagnosis/resolution and update when re

Keyskills :
technical documentationcustomer serviceproblem solvingcommunication skillsteamworkmanagement agent conceptsredundancy conceptsremote console architecturevendor technologies