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The Cross Technology Service Delivery Field Support Engineer is an entry level engineering role, responsible for providing a professional first-line remote and/or 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 restores service to clients by managing incidents and seeing them through to an effective resolution.
The primary objective of this role is to ensure all requests, process events and resolution incidents result in zero missed Service Level Agreement (SLA) conditions.
The Cross Technology Service Delivery Field Support Engineer is responsible for managing standard and low complexity incidents, conducting routine, repetitive tasks whilst using readily available information and following standard practices and procedures.
What you'll be doing:
- Installation and testing cabling between devices at customer data centre sites, both fibre and copper - Testing and installing pre terminated fibre and copper cables between devices, utilising existing structured cable infrastructure of tray work or trunking where necessary.
- Attending fault calls on network devices at customer sites, where engineer will work with remote client or NTT Global support teams to resolve issues with device, either by fixing fault with existing device or replacing it.
- As part of a rota, fulfil the admin role to receive dispatch requests from NTT Global Delivery centre teams and then carry out in country dispatching of engineers and or parts as required.
- Ensures that the assigned infrastructure at the client site is configured, installed, tested and operational.
- Ensures that any software that is part of the solution is installed and configured according to client requirements.
- Proactively identifies problems and errors as they occur and logs such incidents in a timely manner with the required level of detail.
- Liaises with all stakeholders including client IT environments, carriers and colleagues to expediate diagnosis of errors and problems and to identify a resolution.
- Investigates first line support calls assigned and identifies the root cause of incidents and problems following knowledge articles.
- Responds to and diagnoses all alerts, escalate to L2 Field Engineer when unable to resolve within the stipulated time.
- Ensures incidents are updated with progress and resolution details in a timely manner using the required platform.
- Ensures the efficient and comprehensive resolution of incidents and requests.
- Applies tools, techniques and processes to track, log, report on and correct configuration items, components and changes.
- Investigates problems in systems, processes and services and assists with the implementation of agreed remedies and preventative measures.
- Provides first line remote and onsite technical support to clients.
- Provides first line field engineering services to clients.
- Reports and escalates issues to 3rd party vendors if necessary.
- Follows the required handover procedures for shift changes to ensure service continuity.
Note – There is a requirement to be part of rotas for out of business hours cover for both engineering and dispatching parts of the role.
What experience you'll bring:
- Installation and testing cabling between devices at customer data centre sites, both fibre and copper - Testing and installing pre terminated fibre and copper cables between devices, utilising existing structured cable infrastructure of tray work or trunking where necessary.
- Attending fault calls on network devices at customer sites, where engineer will work with remote client or NTT Global support teams to resolve issues with device, either by fixing fault with existing device or replacing it.
- As part of a rota, fulfil the admin role to receive dispatch requests from NTT Global Delivery centre teams and then carry out in country dispatching of engineers and or parts as required.
- Ensures that the assigned infrastructure at the client site is configured, installed, tested and operational.
- Ensures that any software that is part of the solution is installed and configured according to client requirements.
- Proactively identifies problems and errors as they occur and logs such incidents in a timely manner with the required level of detail.
- Liaises with all stakeholders including client IT environments, carriers and colleagues to expediate diagnosis of errors and problems and to identify a resolution.
- Investigates first line support calls assigned and identifies the root cause of incidents and problems following knowledge articles.
- Responds to and diagnoses all alerts, escalate to L2 Field Engineer when unable to resolve within the stipulated time.
- Ensures incidents are updated with progress and resolution details in a timely manner using the required platform.
- Ensures the efficient and comprehensive resolution of incidents and requests.
- Applies tools, techniques and processes to track, log, report on and correct configuration items, components and changes.
- Investigates problems in systems, processes and services and assists with the implementation of agreed remedies and preventative measures.
- Provides first line remote and onsite technical support to clients.
- Provides first line field engineering services to clients.
- Reports and escalates issues to 3rd party vendors if necessary.
- Follows the required handover procedures for shift changes to ensure service continuity.
Who we are:
We’re a business with a global reach that empowers local teams, and we undertake hugely exciting work that is genuinely changing the world. Our advanced portfolio of consulting, applications, business process, cloud, and infrastructure services will allow you to achieve great things by working with brilliant colleagues, and clients, on exciting projects.
Our inclusive work environment prioritises mutual respect, accountability, and continuous learning for all our people. This approach fosters collaboration, well-being, growth, and agility, leading to a more diverse, innovative, and competitive organisation. We are also proud to share that we have a range of Inclusion Networks such as: the Women’s Business Network, Cultural and Ethnicity Network, LGBTQ+ & Allies Network, Neurodiversity Network and the Parent Network.
For more information on Diversity, Equity and Inclusion please click here: Creating Inclusion Together at NTT DATA UK | NTT DATA
what we'll offer you:
We offer a range of tailored benefits that support your physical, emotional, and financial wellbeing. Our Learning and Development team ensure that there are continuous growth and development opportunities for our people. We also offer the opportunity to have flexible work options.
You can find more information about NTT DATA UK & Ireland here: https://uk.nttdata.com/
We are an equal opportunities employer. We believe in the fair treatment of all our employees and commit to promoting equity and diversity in our employment practices. We are also a proud Disability Confident Committed Employer - we are committed to creating a diverse and inclusive workforce. We actively collaborate with individuals who have disabilities and long-term health conditions which have an effect on their ability to do normal daily activities, ensuring that barriers are eliminated when it comes to employment opportunities. In line with our commitment, we guarantee an interview to applicants who declare to us, during the application process, that they have a disability and meet the minimum requirements for the role. If you require any reasonable adjustments during the recruitment process, please let us know. Join us in building a truly diverse and empowered team.
Location
“Upon joining the NTT DATA UK family, you will experience a culturally diverse organisation living our values of Clients First, Teamwork and Foresight as we partner with our customers every day.
At NTT DATA UK, we are proud to support and invest in our people. We offer a variety of rewarding career paths and opportunities to develop professionally - with access to cutting edge innovation.”
Niccolo Spataro, CEO, NTT DATA UK
