Make an impact with NTT DATA 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 Your day at NTT DATA 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 Through pre-emptive service incident and resolution activities this role restores service to clients by managing incidents and seeing them through to an effective resolution The primary objective of this role is to ensure all requests process events and resolution incidents result in zero missed Service Level Agreement SLA conditions The Cross Technology Service Delivery Field Support Engineer L1 is responsible for managing standard and low complexity incidents conducting routine repetitive tasks whilst using readily available information and following standard practices and procedures What you ll be doing Key Responsibilities 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 expediate 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 escalate 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 Provide sfirst 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 Knowledge and Attributes Good communicate skills both verbal and written Ability to plan activities and projects well in advance and take 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 client at the forefront of all interactions understanding their requirements and creating a positive client experience throughout the total client journey Academic Qualifications and Certifications 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 Required Experience 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 Workplace type On-site Working About NTT DATA NTT DATA is a 30 billion trusted global innovator of business and technology services We serve 75 of the Fortune Global 100 and are committed to helping clients innovate optimize and transform for long-term success We invest over 3 6 billion each year in R D to help organizations and society move confidently and sustainably into the digital future As a Global Top Employer we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies Our services include business and technology consulting data and artificial intelligence industry solutions as well as the development implementation and management of applications infrastructure and connectivity We are also one of the leading providers of digital and AI infrastructure in the world NTT DATA is part of NTT Group and headquartered in Tokyo Equal Prospect Employer NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity We are committed to providing an environment free of unfair discrimination and harassment We do not discriminate based on age race colour gender sexual orientation religion nationality disability pregnancy marital status veteran status or any other protected category Join our growing global team and accelerate your career with us Apply today

📌 Cross Technology Service Delivery Field Support Engineer (l1) (Mumbai)
🏢 NTT Data
📍 Mumbai