Overview
Data Centre Remote Technical Support Engineer (L1)
NTT DATA is looking for an entry-level engineer to provide remote technical support services to clients by identifying and resolving technical incidents and problems. The role focuses on restoring services effectively while ensuring service level agreements (SLAs) are consistently achieved.
Key Responsibilities
- Maintain support processes and ensure requests are handled according to established procedures.
- Use service assurance tools to investigate issues, gather performance statistics, and prepare reports.
- Identify, diagnose, and resolve incidents following agreed procedures.
- Carry out maintenance activities and support continuous service improvement.
- Use and update knowledge articles for incident diagnosis and resolution.
- Monitor service delivery against SLAs and maintain accurate operational records.
- Analyse service records regularly and initiate actions required to improve service levels.
- Escalate unresolved incidents and track them until closure.
- Document and close incidents according to operational guidelines.
- Maintain secure and accurate configuration item records.
- Track and correct configuration information while ensuring asset protection.
- Investigate root causes remotely and assist in implementing preventive measures.
- Coordinate with team members, vendors, and client IT teams to resolve technical issues efficiently.
- Provide regular updates to clients through ticketing systems and support portals.
- Log incidents with complete and accurate details in a timely manner.
Knowledge and Skills
- Understanding of technical documentation and support procedures.
- Knowledge of management agents, redundancy concepts, and remote console architecture.
- Familiarity with technologies from Cisco, EMC, Dell, Avaya, and related vendors.
- Awareness of networking, security, storage, backup, virtualization, and infrastructure technologies.
- Strong analytical thinking and troubleshooting capabilities.
- Ability to work collaboratively with internal teams and stakeholders.
Required Experience
- Entry-level exposure to networking, routing, switching, security, and voice technologies.
- Basic experience in technical support and troubleshooting.
- Exposure to remote support for data centre technologies and IT infrastructure environments.
Work Environment
This role follows a hybrid working model.
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Key Skills
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Education Requirements
- Bachelor's degree in Information Technology, Computing, or related field
- Associate-level certification in Data Centre technologies such as CCNA (DC) preferred
Eligible Batch Years
NTT Data
NTT Data is a global leader in IT services and consulting, headquartered in Tokyo, Japan. Founded in 1988, the company is part of the Nippon Telegraph and Telephone (NTT) Group, one of the world's largest telecommunications and IT service providers. NTT Data delivers a wide range of services including digital transformation, cloud solutions, application development, business process outsourcing, and IT infrastructure management. With a mission to help clients navigate and thrive in the digital era, the company serves diverse industries such as healthcare, financial services, manufacturing, public sector, and telecommunications.
Operating in over 50 countries, NTT Data employs more than 150,000 professionals worldwide, making it one of the largest IT service providers globally. The company is recognized for its strong emphasis on innovation, customer-centric solutions, and sustainable business practices. In recent years, NTT Data has expanded its capabilities through strategic acquisitions and partnerships, enhancing its expertise in emerging technologies like AI, IoT, and data analytics. Its consistent ranking among top global IT service firms underscores its reputation for delivering high-quality, reliable, and forward-looking solutions to clients worldwide.
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