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Networking Service Delivery Field Support Engineer (L2)

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NTT DATA

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Location:
India , Mumbai

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Category:
IT - Software Development

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

The Networking Service Delivery Field Support Engineer (L2) is a developing engineering role, responsible for providing a professional second-line 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 Collaboration Service Delivery Field Support Engineer (L2) 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:

  • Ensure that the assigned infrastructure at the client site is configured, installed, tested and operational
  • Ensure that any software that is part of the solution is installed and configured according to client requirements
  • Proactively identify problems and errors as they occur and log such incidents in a timely manner with the required level of detail
  • Liaise with all stakeholders including client IT environments, carriers and colleagues to expedite diagnosis of errors and problems and to identify a resolution
  • Investigate second line support calls assigned and identify the root cause of incidents and problems following knowledge articles
  • Respond to and diagnose all alerts, escalate to L3 Field Engineer when unable to resolve within the stipulated time
  • Ensure incidents are updated with progress and resolution details in a timely manner using the required platform
  • Ensure the efficient and comprehensive resolution of incidents and requests
  • Apply tools, techniques and processes to track, log, report on and correct configuration items, components and changes
  • Investigate problems in systems, processes and services and assist with the implementation of agreed remedies and preventative measures
  • Provide second line remote and onsite technical support to clients
  • Provide second line field engineering services to clients
  • Report and escalate issues to 3rd party vendors if necessary
  • Follow the required handover procedures for shift changes to ensure service continuity

Requirements:

  • 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
  • Bachelor's degree or equivalent in Information Technology or Computing or related
  • Professional level certification in different Networking technologies such as Cisco, Juniper, Aruba, F5, CCNP, JNCIP, ACMP etc.
  • Moderate level experience in Networking technologies such as routing, switching, Wireless, SDI distribution, core and access layers
  • Moderate level experience in technical support to clients
  • Moderate level experience in diagnosis and troubleshooting
  • Moderate level experience providing remote support in Networking technologies
  • Moderate level experience in relevant technology

Additional Information:

Job Posted:
May 10, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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