Want to be a part of our team?
The role is responsible for providing a professional first-line remote and onsite technical support and field engineering service to clients by proactively identifying and resolving technical incidents and problems.
Through preemptive service incident and resolution activities, this role will restore service to clients by managing incidents and seeing them through to an effective resolution.
Their primary objective is to ensure all requests, process events and resolution incidents result in zero missed SLA conditions.
The role is responsible for managing standard and low complexity incidents, conducting routine, repetitive tasks whilst using readily available information and following standard practices and procedures.
Working at NTT
Stakeholder engagement
Internal : engage with internal support engineer team, receive instructions, and manage escalation incidents to L2 Field Support Engineer or 3rd party vendors as necessary.
External : proactively act as first-line remote and onsite technical support for clients (including the analysis, assignment and escalation thereof).
Value Chain Linkage
Skills and attributes
Support Services :
Identifies and resolves technical problems following agreed procedures. Uses appropriate and standard tools to collect agreed performance statistics.
Carries out agreed maintenance tasks. Uses and / or applies basic principles, theories and concepts.
Service Level Management :
Proactively monitors and logs the actual service provided, compared to that required by service level agreements.
Incident Management :
Following agreed procedures, identifies, registers and categorises incidents. Gathers information to enable incident resolution and promptly allocates incidents as appropriate.
Configuration Management :
Applies tools, techniques and processes to track, log, report on and correct configuration items, components and changes.
Problem Management :
Investigates problems in systems, processes and services. Assists with the implementation of agreed remedies and preventative measures.
Work Outputs
Ensure operational infrastructure
They ensure that assigned infrastructure at the client site is configured, installed, tested and operational. In this regard, they will perform necessary checks, apply monitoring tools and respond to alerts.
Where software is a component of the solution they will also take responsibility for ensuring that the software is installed and configured according to client requirements.
Identify problems and errors
The L1 Field Engineer proactively identifies problems and errors and as they occur. He or she will log all such incidents in a timely manner with the required level of detail.
They liaise with all stakeholders including client IT environments, vendors, carriers and Dimension Data colleagues to expedite diagnosis of errors and problems and to identify a resolution.
Ensure resolution of incidents and requests
Investigate first line support calls assigned and identify the root cause of incidents and problems. Ensure the efficient and comprehensive resolution of incidents and requests.
Escalate to L2 Support Engineer when unable to resolve within the stipulated time and / or with the provided work instructions.
Incident management
They ensure incidents are updated with progress and resolution details in a timely manner using the ITSM Mobile Apps.
Shift handover
L1 Field Engineers that work shifts will be required to follow the required handover procedures for shift changes to ensure service continuity.
Complete and maintain any shift handover schedules.
Next career steps
Education required
Certifications required
Additional certifications (preferred) :
Work experience required
e. Network, Storage, Security etc)
What will make you a good fit for the role?
Standard career level descriptor for job level :
or equivalent work experience
