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NTT DATA Logo NTT DATA · IT - Administration

Remote Engineer

India, Bangalore · Job Posted May 29, 2026
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Job Description

The Service Delivery Client Engineering - Remote Engineer (L1) is an entry level engineering role, responsible for providing a professional remote technical support service to clients by proactively identifying and resolving technical incidents and problems. This role makes use of technical knowledge to handle technical enquiries and/or troubleshoot problems reported by clients in a timely manner. 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.

Job Responsibility

  • Serves as the initial point of contact for end-users seeking technical assistance in the areas of networking, collaboration tools, and end-user computing
  • Provides prompt and efficient troubleshooting and support for incidents and service requests related to networking issues, such as network connectivity, DNS, DHCP, IP addressing, wireless connectivity, and network equipment configurations
  • Resolves collaboration-related issues, including but not limited to email systems, video conferencing platforms, instant messaging tools, and document sharing applications
  • Addresses end-user computing problems encompassing operating systems, hardware, software applications, printers, and mobile devices
  • Utilizes appropriate tools, techniques, and remote access software to diagnose and resolve technical issues across the networking, collaboration, and end-user computing domains
  • Follows established procedures, guidelines, and best practices to deliver timely and accurate resolutions to end-users' problems
  • Documents all incidents, service requests, and actions taken in the service desk ticketing system, ensuring detailed and accurate records
  • Escalates complex or unresolved issues to level 2 or higher-level engineers or specialised teams, providing comprehensive information and analysis
  • Collaborates with other IT support teams, including networking, collaboration, and end-user computing specialists, to resolve cross-functional issues and contribute to problem resolution
  • Monitors network performance, conduct routine maintenance tasks, and apply patches and updates to network infrastructure and collaboration tools as required
  • Assists in the development and maintenance of knowledge base documentation, troubleshooting guides, and standard operating procedures to enhance service desk efficiency and effectiveness
  • Keeps up to date with industry trends, emerging technologies, and best practices in networking, collaboration, and end-user computing to provide high-quality support and contribute to continuous learning and development
  • Adheres to IT service management processes and standards, including incident, problem, and change management procedures

Requirements

  • Knowledge of networking concepts and protocols, such as TCP/IP, DNS, DHCP, VLANs, routing, switching, video conferencing, and collaboration tools
  • Familiarity with end-user computing technologies, including Windows and macOS operating systems, hardware troubleshooting, software applications, mobile devices, and printer configurations
  • Proficiency in using network monitoring and troubleshooting tools, collaboration platforms, remote desktop tools, and incident ticketing systems
  • Displays problem-solving and analytical skills with the ability to think logically and troubleshoot issues effectively across multiple IT domains
  • Good customer service orientation, with the ability to communicate technical concepts to non-technical users in a clear and concise manner
  • Ability to prioritize and manage multiple tasks, work under pressure, and meet deadlines in a fast-paced environment
  • Effective teamwork and collaboration skills, with the ability to work closely with cross-functional teams and stakeholders
  • Basic experience in a service desk or helpdesk role, providing support in multiple IT towers, including networking, collaboration, and end-user computing

Nice to have

  • Relevant certifications such as CCNA, CompTIA Network+, Microsoft 365, or Cisco collaboration certifications are a plus
  • Bachelor's degree or equivalent in information technology, computer science, or a related field is preferred
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