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Service Delivery Support Engineer

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NTT DATA

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Location:
Spain , Madrid

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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 Service Delivery Support Engineer role at NTT DATA involves providing remote technical support to clients, ensuring effective incident resolution, and maintaining service level agreements. Candidates should possess a bachelor's degree in Information Technology or Computing, along with entry-level experience in networking technologies. Key responsibilities include diagnosing technical issues, collaborating with stakeholders, and documenting incidents. This position offers a hybrid work environment and opportunities for professional growth.

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
  • Prioritizes 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 Networking technologies such as (but not limited to) 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
  • Ability to communicate and work across different cultures and social groups
  • Ability to plan activities and projects well in advance and takes 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 clients at the forefront of all interactions, understanding their requirements, and creating a positive client experience throughout the total client journey
  • Entry level knowledge of vendor technologies, such as (but not limited to) Cisco, Juniper, Aruba, RiverBed etc.
  • Entry level knowledge on management agent concepts, redundancy concepts and remote console architecture within supported technical domain

Additional Information:

Job Posted:
January 26, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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