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NTT DATA Logo NTT DATA · IT - Administration

Remote Hands Engineer

United States of America, Remote · Job Posted July 13, 2026
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Job Description

Join NTT DATA as a Data Centre Remote Field Service Engineer (L1) and provide essential remote technical support to clients. This entry-level position requires a bachelor's degree in Information Technology or Computing and an associate-level certification in Data Centre technologies. You will be responsible for diagnosing and resolving technical incidents while ensuring compliance with service level agreements. Ideal candidates will have entry-level experience in technical support, networking, and troubleshooting. Be part of a diverse team that values innovation and excellence.

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, collects performance statistics and creates 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
  • Analyses service records against agreed service levels regularly to identify actions required to maintain or improve levels of service, and initiates or reports these actions
  • Prioritises and diagnoses incidents according to agreed procedures
  • Investigates causes of incidents and seeks resolution
  • Escalates unresolved incidents and follows 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 Data Centre technologies such as Cisco, NetApp, EMC- Ex: CCNA (DC) etc.
  • Entry level experience in call center routing technologies, voice over IP technologies, Security/firewalls, Networking (routing, switching, distribution, core and access layers) and IT infrastructure (storage, backup, computing, server virtualization and etc.)
  • Entry level experience in technical support to clients
  • Entry level experience in diagnosis and troubleshooting
  • Entry level experience providing remote support in Data Center technologies
  • Entry level experience in relevant technology
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