[Hiring] Service Delivery Field Support Engineer @NTT MSC Sdn. Bhd.

Role Description

The Cross Technology Service Delivery Field Support Engineer (L1) 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.

• Restores service to clients by managing incidents and seeing them through to an effective resolution.
• Ensures all requests, process events and resolution incidents result in zero missed Service Level Agreement (SLA) conditions.
• Responsible for managing standard and low complexity incidents, conducting routine, repetitive tasks whilst using readily available information and following standard practices and procedures.
• 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 expedite 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, escalating 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.

Qualifications

• Bachelor's degree or equivalent in Information Technology or Computing or related field.
• Associate level certification in different Data Centre technologies such as Cisco, NetApp, EMC - Ex: CCNA (DC) etc.
• Associate level certification in different Networking technologies such as Cisco, Juniper, Aruba, F5, CCNA, JNCIA, ACMA etc.
• Collaboration certifications such as - Valid CCNA Certification required; Microsoft Voice certification (MS700 & MS720) advantageous; and Webex Calling certification advantageous.

Requirements

• Entry level experience in Collaboration technologies such as Call managers, Voice Gateways, Call recording, Scripting, Messaging, VOIP, IP Telephony.
• Entry level experience in technical support to clients.
• Entry level experience in diagnosis and troubleshooting.
• Entry level experience providing remote support in Collaboration technologies.
• Entry level experience in relevant technology (Cisco and its product stack, SBC's such as AudioCodes and Oracle, CUBE's, Webex calling etc.).
• Entry level understanding of Network routing and switching.

Benefits

• Hybrid Working