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Jobs in Singapore   »   Jobs in Singapore   »   Information Technology Job   »   Cross Technology Service Delivery Field Support Engineer (L2)
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Cross Technology Service Delivery Field Support Engineer (L2)

Ntt Singapore Pte. Ltd.


Key Responsibilities:

  • 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 and requests.
  • Applies tools, techniques and processes to track, log, report on and correct configuration items, components and changes.
  • Investigates problems in systems, processes and services and assists with the implementation of agreed remedies and preventative measures.
  • Provides second line remote and onsite technical support to clients.
  • Provides second line field engineering services to clients.
  • Reports and escalates issues to 3rd party vendors if necessary.
  • Follows the required handover procedures for shift changes to ensure service continuity.

Knowledge and Attributes:

  • Good communicate skills, both verbal and written.
  • Ability to plan activities and projects well in advance and take into account possible changing circumstances.
  • Ability to maintain a positive outlook at work.
  • Ability to work well in a pressurized environment.
  • Ability to work hard and put in longer hours when it is necessary.
  • Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information and refraining from interrupting.
  • Ability to adapt to changing circumstances.
  • Ability to place client at the forefront of all interactions, understanding their requirements and creating a positive client experience throughout the total client journey.

Academic Qualifications and Certifications:

  • Bachelor's degree or equivalent in Information Technology or Computing or related field.
  • Professional level certification in different Data Centre technologies such as Cisco, NetApp, EMC- Ex: CCNP (DC), ONTApp etc.
  • Professional level certification in different Networking technologies such as Cisco, Juniper, Aruba, F5, CCNP, JNCIP, ACMP etc.

Required Experience:

  • Basic understanding of Network routing and switching.
  • Moderate level experience in Data Center technologies such as Cisco UCS server platform (B-series, E series blade servers, C-series rack servers), UCS Fabric Interconnects/ UCS Manager
  • Moderate level experience in technical support to clients.
  • Moderate level experience in diagnosis and troubleshooting.
  • Moderate level experience providing remote support in Data Center and Storage technologies.
  • Moderate level experience in relevant technology (VMware vCenter Server and ESXI, Netapp AFF / FAS, Dell Poweredge, HP Proliant, Microsoft Windows Server, RHEL / Ubuntu Linux)

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