Service Delivery Field Support Engineer (L2)

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?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 Stakeholder engagement Internal: engage with GDC Service Operations team, receive instructions, and manage escalation incidents to L3 Field Engineer or 3rd party vendors as necessary. External: proactively act as second-line remote and onsite technical support and provide field engineering services for clients (including the analysis, assignment and escalation thereof). Value Chain Linkage Service Operations Service Transition Skills and attributes Support Services: Maintains the support process and checks that all requests for support are dealt with according to agreed procedures. Uses service assurance software and tools to investigate and diagnose problems, collect performance statistics and create reports, working with users, other staff and suppliers as appropriate. Identifies and resolves problems following agreed procedures. Uses service assurance software and tools to collect agreed performance statistics. Carries out agreed maintenance tasks. Ensure usage of knowledge articles in problem diagnosis and resolution. Service Level Management: 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. Monitors service delivery performance metrics and liaises with managers and customers to ensure that service level agreements are not breached without the stakeholders being given the opportunity of planning for a deterioration in service. Incident Management: Prioritises and diagnoses incidents according to agreed procedures. Investigates causes of incidents and seeks resolution. Escalates unresolved incidents. Facilitates recovery, following resolution of incidents. Documents and closes resolved incidents according to agreed procedures. Following agreed procedures, identifies, registers and categorises incidents. Gathers information to enable incident resolution through adoption of knowledge articles and promptly allocates incidents as appropriate. Maintains records and advises relevant persons. Configuration Management: Maintains secure configuration, applying and maintaining tools, techniques and processes to identify, track, log and maintain accurate, complete and current information. Applies tools, techniques and processes to track, log and correct information related to CIs, ensuring protection of assets and components from unauthorised change, diversion and inappropriate use. Problem Management: Investigates problems in systems, processes and services. Assists with the implementation of agreed remedies and preventative measures. Technical Specialism: Maintains knowledge of specific specialisms, provides detailed advice regarding their application and executes specialised tasks. The specialism can be any area of information or communication technology, technique, method, product or application area. Programming Skills: Python, XML, REST API Programming Work Outputs Ensure operational infrastructure They ensure that assigned infrastructure at the client site is configured, installed, tested and operational. In this regard, they will perform necessary checks, apply monitoring tools and respond to alerts. Where software is a component of the solution they will also take responsibility for ensuring that the software is installed and configured according to client requirements. Identify problems and errors The L2 Field Engineer identifies problems and errors prior to or when they occur. He or she will log all such incidents in a timely manner with the required level of detail. They liaise with all stakeholders including client IT environments, vendors, carriers and Dimension Data colleagues to expedite diagnosis of errors and problems and to identify a resolution. Ensure resolution of incidents and requests They investigate second line support calls assigned to them and identify the root cause of incidents and problems. They ensure the efficient and comprehensive resolution of incidents and requests. This could involve ensuring that repairs are carried out by coordinating product requests and liaising with other team members. They will also report and escalate issues to 3rd party vendors if necessary. They take full ownership for managing the incident to resolution within the service level conditions. Where necessary, they escalate requests and exceptions to the 3nd line support team. They provide continuous feedback to clients and affected parties and update all systems and/or portals as prescribed by Dimension Data procedures. Incident management They ensure incidents are updated with progress and resolution details in a timely manner using the ITSM Mobile Apps. Shift management L2 Field Engineers that work shifts will be required to follow the required handover procedures for shift changes to ensure service continuity. They complete and maintain any shift handover schedules, including but not limited to: Scheduling hardware/firmware upgrades and repairs with client Providing Incident Report on unplanned systems / service downtime information Preparing RCA for all business critical incidents and downtime Performing software upgrades/patches Recovering/escalating if problems encountered before/after the patch installations Co-ordination of implementation activities. Next career steps Field Engineer (L3) Education required Degree or relevant qualification in IT/Computing Certifications required ITIL v3 Foundation Cisco Certified Network Professional - Routing and Switching (CCNP-R/S) Cisco Certified Network Professional - Wireless (CCNP-W) Juniper Networks Certified Support Professional - Enterprise Routing and Switching (JNCSP-ENT) Certified Partner SE - WAN Optimization Riverbed Certified Solutions Associate - WAN Optimization (RCSA-W) 201 TMOS Administration Cisco Certified Network Associate - Security (CCNA-SEC) Cisco Certified Network Professional - Security Check Point Certified Security Administrator (CCSA) Check Point Certified Security Administrator NG with Application Intelligence (CCSA-NG AI) Check Point Certified Security Expert (CCSE) Certified Partner SE - Security VMware Certified Professional vSphere Cisco Certified Network Associate - Data Center (CCNA-DC) Cisco Certified Network Professional - Data Center (CCNP-DC) MCSA+VCP, RHCE or equivalent EMC Technology Architect, VNX Solutions Specialist Version 8.0 (EMCTA_VNX_SS_V8) Blue Coat Certified Proxy SG Professional Cisco Certified Network Associate - Video (CCNA-VID) Cisco Certified Network Associate - Voice (CCNA-V) Cisco Certified Network Professional - Voice (CCNP-V) ACIS - Avaya Communication Manager 5.2.1 (ACIS – 6006) Additional certifications (preferred): Cisco Certified Internetwork Expert - Routing and Switching (CCIE-R/S) F5 Certified Technology Specialist Local Traffic Management (F5-CTS-LTM) JNCIA Security 301a LTM Specialist Architect Setup and Deploy Security domain Cisco Certified Internetwork Expert - Security (CCIE-S) Certified Partner SE - Web Security Cisco Certified Internetwork Expert - Certification - Data Center (CCIE-DC) Blue Coat Certified Proxy SG Troubleshooting (BCCPSGT) Work experience required 6 – 8 years’ work experience 4+ years’ experience required in network/ security/ systems/ storage administration and Monitoring Services within a medium to large ICT organisation. Working 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: • Seasoned and experienced professional • Has full understanding of specialisation area • Resolves wide range of issues in creative ways • Fully qualified, career level, career journey-orientated • Uses good judgement in selecting tools and methods to solve problems • Networks with senior internal and external people in own area of expertise • Receives little instruction on day-to-day work, receives general instructions on new assignments • Typically requires demonstrable related experience with a Bachelor’s or equivalent degree; or moderate level experience and a Mas