Cross Technology Service Delivery Field Support Engineer (L2)

About the Role

Join a leading global technology company known for pushing innovation boundaries and delivering exceptional client solutions. As a Cross Technology Service Delivery Field Support Engineer (L2), you will provide expert second-line remote and on-site technical support, managing and resolving technical incidents proactively while ensuring adherence to service level agreements (SLAs).

Key Responsibilities

• Install, configure, test, and ensure operational status of client site infrastructure and related software.
• Monitor and identify technical problems promptly, logging incidents with detailed information.
• Collaborate with internal teams, clients, and vendors to expedite incident diagnosis and resolution.
• Analyze second-line support calls to determine root causes by following established knowledge bases.
• Respond to alerts and escalate unresolved issues to Level 3 engineers within stipulated timelines.
• Maintain updated incident progress and resolution documentation using designated platforms.
• Utilize tools and processes to track configuration items, changes, and report on corrective actions.
• Assist in problem investigation and implement preventive measures to avoid recurrence.
• Deliver high-quality second-line remote and on-site technical and field engineering assistance.
• Report and escalate issues to third-party vendors as necessary.
• Ensure proper handover during shift changes to maintain service continuity.

Required Qualifications

• Bachelor's degree or equivalent in Information Technology, Computing, or related disciplines.
• Professional certifications in Data Centre technologies (e.g., Cisco CCNP DC, NetApp ONTAP, EMC).
• Certifications in Networking technologies such as Cisco, Juniper, Aruba, F5 (e.g., CCNP, JNCIP, ACMP).
• Collaboration certifications including CCNP Collaboration; Microsoft Voice (MS700 & MS720) and Webex Calling & Contact Centre certifications are preferred.

Experience and Skills

• Moderate experience with collaboration technologies including Call Managers, Voice Gateways, Call Recording, Scripting, Messaging, VOIP, and IP Telephony.
• Hands-on experience providing technical support to clients and troubleshooting.
• Proficiency in remote support for collaboration technologies.
• Knowledge of Cisco product stack, SBC devices like AudioCodes and Oracle, CUBE, Webex Calling.
• Basic understanding of network routing and switching principles.

Personal Attributes

• Effective verbal and written communication skills.
• Strong planning and project management capabilities with flexibility to adapt to changing demands.
• Positive attitude under pressure and willingness to work extended hours if required.
• Active listening skills and customer-focused mindset to ensure excellent client experiences.

Work Environment

This position requires on-site work at client locations with some remote support capabilities.

Company Overview

NTT DATA is a global technology innovator serving 75% of the Fortune Global 100 with comprehensive digital, AI, consulting, and infrastructure services. As a $30+ billion company with a presence in over 50 countries, it fosters a diverse, inclusive workplace and invests substantially in R&D to accelerate digital transformation globally.

Equal Opportunity Statement

NTT DATA is committed to fostering a discrimination-free work environment and welcomes applicants regardless of age, race, gender, sexual orientation, religion, nationality, disability, or other protected characteristics.