About the company
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.
Job Profile: MS Engineer (L1)
Qualifications: Bachelors degree in CS/IT or related field
Experience: Freshers
Job Location: Bengaluru, Karnataka
Your Day at NTT DATA:
The Data Centre Remote Technical Support Engineer (L1) is an entry level
engineering role, responsible for providing a professional remote technical
support service to clients by identifying and resolving technical incidents
and problems. Through pre-emptive service incident and resolution
activities, this role will restore service to clients by driving incidents
to an effective resolution and ensuring all requests, process events and
resolution incidents result in zero missed service level agreement (SLA)
conditions.
Key Responsibilities:
Maintains the support process and ensures that requests for support are
handled according to the procedures.Use 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. Identify and resolve problems following agreed procedures. Carry out agreed maintenance tasks.Ensures usage of knowledge articles in
incident diagnosis and resolution and assist with updating as and when
required.Perform defined tasks to monitor service delivery against service
level agreements and maintains records of relevant information.Analyze
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 diagnose incidents according to agreed
procedures.Investigate causes of incidents and seeks resolution. Escalate
unresolved incidents and follow up until incident is resolved.Provide
service recovery, following resolution of incidents. Document and close
resolved incidents according to agreed procedures.Maintain secure,
accurate, complete, and current configuration on configuration items (CIs).Apply 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 investigate
and identifies root cause of incidents and assist with the implementation of
agreed remedies and preventative measures.Maintain knowledge of specific
specialisms, provides detailed advice regarding their application.Ensure
efficient and comprehensive resolution of incidents, including ensuring that
repairs are carried out by coordinating product requests, working with other
team members.Provide continuous feedback to clients and affected parties
and update all systems, portals and ticketing tools as prescribed by
standard operating procedures.Identify problems and errors prior to or when
they occur.Log all such incidents in a timely manner with the required
level of detail with all the necessary.Cooperate with all stakeholders
including client IT environments, vendors, carriers and colleagues to
expedite diagnosis of errors and problems and to identify a
resolution.
Knowledge and Attributes:
Working knowledge of technical documentation. Knowledge of management agent
concepts, redundancy concepts & remote console architecture within
supported technical domain. Knowledge of vendor technologies, such as Cisco,
EMC, Dell Avaya etc. Customer service orientated and pro-active thinking. Problem solver who is highly driven and self-organized. Good attention to
detail.Good analytical and logical thinking.Excellent spoken and written
communication skills.Team player with the ability to work well with others
and in group with colleagues and stakeholders.
Academic Qualifications and Certifications:
Bachelor's degree or equivalent in IT or Computing or
related field. Associate level certification in different Data Centre
technologies such as Cisco, NetApp, EMC- Ex: CCNA (DC).
Academic Qualifications and Certifications:
Entry level experience in call center routing technologies, voice over IP
technologies, Security/firewalls, Networking (routing, switching,
distribution, core and access layers) and IT infrastructure (storage,
backup, computing, server virtualization and etc.). Entry level experience
in technical support to clients. Entry level experience in diagnosis and
troubleshooting. Entry level experience providing remote support in Data
Centre technologies. Entry level experience in relevant technology.
