Job Summary

The Networking Service Delivery Field Support Engineer (L2) is a developing engineering role, responsible for providing a qualified second-line 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 Collaboration Service Delivery Field Support Engineer (L2) is responsible for managing standard and low complexity incidents, conducting routine, repetitive tasks whilst using readily available information and following standard practices and procedures.

Key responsibilities
- Ensure that the assigned infrastructure at the client site is configured, installed, tested and
- 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 second line support calls assigned and identifies the root cause of incidents and problems following knowledge articles.
- Responds to and diagnoses all alerts, escalate to L3 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 a

📌 Networking Service Delivery Field Support Engineer (Mumbai)
🏢 NTT DATA Business Solutions
📍 Mumbai