Network Engineer L2

Job Description

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 Network Engineer (L2) is a developing engineering role within the region and is responsible for providing professional remote technical support to clients by identifying and resolving technical incidents and problems.

This role involves proactive service incident and resolution activities to restore service to clients by effectively resolving incidents, ensuring all requests, process events, and resolution incidents meet SLA conditions.

Key Responsibilities :

Maintain support processes and handle support requests according to established procedures.

Use service assurance software and tools to investigate and diagnose problems, collect performance statistics, and generate reports, collaborating with users, staff, and suppliers as needed.

Identify and resolve problems following agreed procedures.

Perform agreed maintenance tasks.

Utilize knowledge articles in incident diagnosis and resolution, updating them as required.

Monitor service delivery against SLAs and maintain relevant records.

Analyze service records regularly to identify actions for maintaining or improving service levels, and initiate or report these actions.

Prioritize and diagnose incidents according to procedures.

Investigate causes of incidents and seek resolutions.

Escalate unresolved incidents and follow up until resolution.

Provide service recovery following incident resolution.

Document and close resolved incidents according to procedures.

Maintain accurate and current configuration data on configuration items (CIs).

Track, log, and correct information related to CIs, ensuring asset protection from unauthorized changes.

Investigate root causes remotely and assist with implementing remedies and preventative measures.

Maintain knowledge of specific specialisms and provide detailed advice on their application.

Ensure efficient incident resolution, coordinating product requests and collaborating with team members.

Provide continuous feedback to clients and update systems, portals, and ticketing tools as per SOPs.

Identify potential problems and errors proactively.

Log incidents promptly with detailed information.

Collaborate with stakeholders including client IT teams, vendors, carriers, and colleagues to expedite diagnosis and resolution.

Knowledge and Attributes :

Developing knowledge of technical documentation.

Knowledge of management agent concepts, redundancy, and remote console architecture within supported domains.

Familiarity with vendor technologies such as Cisco, F5, Aruba, Wi-Fi, etc.

Customer service orientation and proactive thinking.

Problem-solving skills, self-motivated, and organized.

Attention to detail.

Strong analytical and logical thinking.

Excellent communication skills, both spoken and written.

Team player with collaborative skills.

Academic Qualifications and Certifications :

Bachelor's degree or equivalent in Information Technology, Computing, or related fields.

Professional certifications in networking technologies such as Cisco, Juniper, Aruba, F5, CCNP, JNCIP, ACMP, etc.

Required Experience :

Moderate experience in networking technologies including routing, switching, wireless, SDI distribution, core, and access layers.

Experience in technical support to clients.

Experience in diagnosis and troubleshooting.

Remote support experience in networking technologies.

Relevant technology experience.

Workplace type : Remote Working

About NTT DATA

NTT DATA is a $30+ billion global leader in business and technology services, serving 75% of the Fortune Global 100. We invest over $3.6 billion annually in R&D to drive innovation and societal progress. As a top global employer, we have diverse experts across more than 50 countries and a robust partner ecosystem. Our services include consulting, data and AI, industry solutions, and application and infrastructure management. NTT DATA is part of the NTT Group, headquartered in Tokyo.

Equal Opportunity Employer

We are proud to be an Equal Opportunity Employer, fostering a culture that embraces diversity. We provide an environment free from discrimination and harassment, regardless of age, race, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our global team and accelerate your career with us. Apply today.

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