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NTT DATA · 13 hours ago

Data Centre Remote Hands Engineer

United States

Full-time

Remote

New Grad, Entry Level

NTT DATA is a business and technology services leader committed to accelerating client success through responsible innovation. The Data Centre Remote Field Service Engineer (L1) provides professional remote technical support to clients by identifying and resolving technical incidents and problems, ensuring compliance with service level agreements.

Application Performance ManagementCloud ManagementEnterprise SoftwareInformation Technology

H1B Sponsor Likely

Responsibilities

Maintains the support process and ensures that requests for support are handled according to the procedures

Uses service assurance software and tools to investigate and diagnose problems, collects performance statistics and creates reports, working with users, other staff and suppliers as appropriate

Identifies and resolves problems following agreed procedures

Carries out agreed maintenance tasks

Ensures usage of knowledge articles in incident diagnosis and resolution and assist with updating as and when required

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

Prioritises and diagnoses incidents according to agreed procedures

Investigates causes of incidents and seeks resolution

Escalates unresolved incidents and follows up until incident is resolved

Provides service recovery, following resolution of incidents

Documents and closes resolved incidents according to agreed procedures

Maintains secure, accurate, complete, and current configuration on configuration items (CIs)

Applies 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 investigates and identifies root cause of incidents and assist with the implementation of agreed remedies and preventative measures

Maintains knowledge of specific specialisms, provides detailed advice regarding their application

Ensures efficient and comprehensive resolution of incidents, including ensuring that repairs are carried out by coordinating product requests, working with other team members

Provides continuous feedback to clients and affected parties and update all systems, portals and ticketing tools as prescribed by standard operating procedures

Identifies problems and errors prior to or when they occur

Logs all such incidents in a timely manner with the required level of detail with all the necessary

Cooperates with all stakeholders including client IT environments, vendors, carriers and colleagues to expedite diagnosis of errors and problems and to identify a resolution

Qualification

CiscoEMCData Centre technologiesTechnical supportNetworkingCommunicationProblem-solvingActive listeningAdaptability

Required

Ability to communicate and work across different cultures and social groups

Ability to plan activities and projects well in advance and takes into account possible changing circumstances

Ability to maintain a positive outlook at work

Ability to work well in a pressurized environment

Ability to work hard and put in longer hours when it is necessary

Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interrupting

Ability to adapt to changing circumstances

Ability to place clients at the forefront of all interactions, understanding their requirements, and creating a positive client experience throughout the total client journey

Entry level knowledge of vendor technologies, such as (but not limited to) Cisco, EMC, Dell Avaya etc

Entry level knowledge on management agent concepts, redundancy concepts and remote console architecture within supported technical domain

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

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 Center technologies

Entry level experience in relevant technology

Company

NTT DATA

Glassdoor3.9

NTT Data specializes in SAP services for enterprises and offers IT consultation, application and cloud management, and SAP implementation.

Founded in 1967

Plano, Texas, USA

10001+ employees

https://nttdata-solutions.com/cz/

H1B Sponsorship

NTT DATA has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (144)

2024 (182)

2023 (257)

2022 (871)

2021 (809)

2020 (1266)