Cross Technology Service Delivery Field Support Engineer (L1) Job at NTT DATA (Singapore)

Cross Technology Service Delivery Field Support Engineer (L1)

NTT DATA

Location:
Singapore , Singapore

Category:
IT - Administration

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

The Cross Technology Service Delivery Field Support Engineer (L1) is an entry level engineering role, responsible for providing a professional first-line remote and/or 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 Cross Technology Service Delivery Field Support Engineer (L1) is responsible for managing standard and low complexity incidents, conducting routine, repetitive tasks whilst using readily available information and following standard practices and procedures.

Job Responsibility:

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 first line support calls assigned and identifies the root cause of incidents and problems following knowledge articles
Responds to and diagnoses all alerts, escalate to L2 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
Provide sfirst line remote and onsite technical support to clients
Provides first 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

Requirements:

Bachelor's degree or equivalent in Information Technology or Computing or related field
Associate level certification in different Data Centre technologies such as Cisco, NetApp, EMC- Ex: CCNA (DC) etc.
Associate level certification in different Networking technologies such as Cisco, Juniper, Aruba, F5, CCNA, JNCIA, ACMA etc.
Collaboration certifications such as - Valid CCNA Certification required
Microsoft Voice certification (MS700 & MS720) advantageous
and Webex Calling certification advantageous
Entry level experience in Collaboration technologies such as Call managers, Voice Gateways, Call recording, Scripting, Messaging, VOIP, IP Telephony
Entry level experience in technical support to clients
Entry level experience in diagnosis and troubleshooting
Entry level experience providing remote support in Collaboration technologies
Entry level experience in relevant technology (Cisco and its product stack, SBC's such as AudioCodes and Oracle, CUBE's, Webex calling etc.)
Entry level understanding of Network routing and switching
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

Nice to have:

Microsoft Voice certification (MS700 & MS720) advantageous
Webex Calling certification advantageous

Additional Information:

Job Posted:
January 26, 2026

Employment Type:

Fulltime

Work Type:

On-site work

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