NTT DATA, Inc. · 3 hours ago
Data Centre Smart Hands Engineer (Ashburn, VA)
Virginia, United States of America
Full-time
Hybrid
Mid Level
3+ years expNTT DATA is a leading business and technology services provider, renowned for its commitment to innovation and client success. The Data Centre Smart Hands Engineer role involves providing remote technical support, resolving incidents, and ensuring service level agreements are met through proactive incident management and collaboration with various stakeholders.
Information Technology & Services
Responsibilities
Maintains the support process and ensures that requests for support are handled according to the procedures
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
Prioritizes and diagnoses incidents according to agreed procedures
Investigates causes of incidents and seeks resolution
Escalates unresolved incidents and follow 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
Cooperates with all stakeholders including client IT environments, vendors, carriers and colleagues to expedite diagnosis of errors and problems and to identify a resolution
Creates knowledge articles in incident diagnosis/resolution and assist with updating as and when required
Upgrades skills and enhances knowledge on latest products and technologies and completes required certification
Qualification
Required
Seasoned knowledge of technical documentation
Seasoned knowledge on management agent concepts, redundancy concepts and remote console architecture within supported technical domain
Seasoned knowledge of vendor technologies, such as Cisco, EMC, Dell Avaya etc
Seasoned customer service orientated and pro-active thinking
Seasoned problem solver who is highly driven and self-organized
Excellent attention to detail
Excellent 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
Bachelor's degree or equivalent in Information Technology or Computing or related field
Professional level certification in different Data Centre technologies such as Cisco, NetApp, EMC- Ex: CCNP (DC), ONTAPP etc
Expertise in at least two Data Centre technologies
Seasoned 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.)
Seasoned experience in technical support to clients
Seasoned experience in diagnosis and troubleshooting
Seasoned experience providing remote support in Data Center technologies
Seasoned experience of 3 to 5 years in relevant technology
Company
NTT DATA, Inc.
NTT DATA, Inc. is a trusted global innovator of business and technology services.
10001+ employees
H1B Sponsorship
NTT DATA, Inc. 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)
Funding
Current Stage
Late StageLeadership Team
Chris Paulen
Chief Technology Officer
Robert Kastronis
Principal Architect, CSD_Technology Strategy|CTO Office|NTT
Recent News
2025-10-04
EIN Presswire
2025-10-03
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