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Networking Remote Technical Support Engineer

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NTT DATA

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Location:
India , Bangalore

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

The Networking Remote Technical Support Engineer (L1) is an entry-level position focused on providing remote technical support to clients. The role requires a bachelor's degree in Information Technology or a related field, along with foundational knowledge of networking technologies such as Cisco and Juniper. Candidates should possess strong problem-solving and communication skills, with a commitment to customer service. Responsibilities include diagnosing technical incidents, maintaining service level agreements, and documenting resolutions. Ideal for those looking to start their career in networking support.

Job Responsibility:

  • Maintains the support process and ensures that requests for support are handled according to the procedures
  • Uses service assurance software and tools to investigate and diagnose problems, collect performance statistics and create reports, working with users, other staff and suppliers as appropriate
  • Identifies and resolves problems following agreed procedures
  • Carries out agreed maintenance tasks
  • Ensures usage of knowledge articles in incident diagnosis and resolution and assist with updating as and when required
  • Performs defined tasks to monitor service delivery against service level agreements and maintains records of relevant information
  • Analyzes service records against agreed service levels regularly to identify actions required to maintain or improve levels of service, and initiates or reports these actions
  • Prioritizes and diagnoses incidents according to agreed procedures
  • Investigates causes of incidents and seeks resolution
  • Escalates unresolved incidents and follow up until incident is resolved
  • Provides service recovery, following resolution of incidents
  • Documents and closes resolved incidents according to agreed procedures
  • Maintains secure, accurate, complete, and current configuration on configuration items (CIs)
  • Applies tools, techniques and processes to track, log and correct information related to CIs, ensuring protection of assets and components from unauthorized change, diversion, and inappropriate use
  • Remotely investigates and identifies root cause of incidents and assist with the implementation of agreed remedies and preventative measures
  • Maintains knowledge of specific specialisms, provides detailed advice regarding their application
  • Ensures efficient and comprehensive resolution of incidents, including ensuring that repairs are carried out by coordinating product requests, working with other team members
  • Provides continuous feedback to clients and affected parties and update all systems, portals and ticketing tools as prescribed by standard operating procedures
  • Identifies problems and errors prior to or when they occur
  • Logs all such incidents in a timely manner with the required level of detail with all the necessary
  • Cooperates with all stakeholders including client IT environments, vendors, carriers and colleagues to expedite diagnosis of errors and problems and to identify a resolution

Requirements:

  • Bachelor's degree or equivalent in Information Technology or Computing or related field
  • Associate level certification in different Networking technologies such as Cisco, Juniper, Aruba, F5, CCNA, JNCIA, ACMA etc.
  • Entry level experience in Networking technologies such as routing, switching, Wireless, SDI distribution, core and access layers
  • Entry level experience in technical support to clients
  • Entry level experience in diagnosis and troubleshooting
  • Entry level experience providing remote support in Networking technologies
  • Entry level experience in relevant technology
  • Working knowledge of technical documentation
  • Knowledge on management agent concepts, redundancy concepts and remote console architecture within supported technical domain
  • Knowledge of vendor technologies, such as Cisco, Juniper, Aruba, RiverBed etc.
  • Customer service orientated and pro-active thinking
  • Problem solver who is highly driven and self-organized
  • Good attention to detail
  • Good analytical and logical thinking
  • Excellent spoken and written communication skills
  • Team player with the ability to work well with others and in group with colleagues and stakeholders

Additional Information:

Job Posted:
January 26, 2026

Employment Type:
Fulltime
Work Type:
Remote work
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