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 Networking Remote Technical Support Engineer L4 is an advanced engineering role responsible for providing a qualified remote technical support service to clients by identifying and resolving technical incidents and problems Through pre-emptive service incident and resolution activities this role will restore service to clients by driving incidents to an effective resolution and ensuring all requests process events and resolution incidents result in zero missed service level agreement SLA conditions Key responsibilities Maintains the support process and ensures that requests for support are handled according to the procedures Carries out agreed maintenance tasks Performs defined tasks to monitor service delivery against service level agreements and maintains records of relevant information Analyzes service records against agreed service levels regularly to identify actions required to maintain or improve levels of service and initiates or reports these actions Escalates unresolved incidents and follows up until incident is resolved Documents and closes resolved incidents according to agreed procedures 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 Provide continuous feedback to clients and affected parties and update all systems portals and ticketing