Service Delivery Field Support Engineer (L2)
TKO, Hong Kong

In a constantly changing world, we work together with our people, clients and communities to enable them to fulfill their potential to do great things.

We believe that by bringing everyone together, we can solve problems using innovative technology that can create a world that is sustainable and secure.

At NTT, we encourage you to remain continuously curious, as that is what keeps you fast, flexible and relevant. No two days will be the same but that is what will help you grow and realize your full potential.

The power is in your hands to do great things. It’s time to lead the change, be the authentic you, to solve difficult challenges, to set the pace of change and to unleash your potential.

Want to be a part of our team?

Provides highly visible customer support through the performance of on-site installation, as well as overseeing any necessary diagnoses, troubleshooting, service, and repair of complex equipment and systems.

Checks out and approves operational quality of system equipment. Instructs customers in the operation and maintenance of the system.

Serves as company liaison with customer on administrative and technical matters for assigned projects. Interprets customers’ needs and clarifies if the responsibility for problem resolution falls to sales personnel, customer support reps, or engineers.

This job may include any aspect of field support, and is not limited to system hardware and software, PCs, and networking / wireless networking.

Survey Tip : This job provides customer support. If employee is primarily responsible for applications / systems engineering, match to the appropriate applications / systems engineering position in the Global Sales Survey.

Working at NTT

Key Roles and Responsibilities :

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 NTT colleagues to expediate diagnosis of errors and problems and to identify a resolution

Investigate first line support calls assigned and identify the root cause of incidents and problems following knowledge articles

Respond to and diagnose all alerts, escalate to L2 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 assists with the implementation of agreed remedies and preventative measures

Provide first line remote and onsite technical support to clients

Provide first 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

Knowledge, Skills and Attributes :

Excellent 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 pressurised 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

Academic Qualifications and Certifications :

Degree or relevant qualification in IT / Computing (or demonstrated equivalent work experience)

Relevant industry / technical certifications

Relevant ITIL certification

Required Experience :

Entry level experience required in network / security / systems / storage administration and Monitoring Services within a medium to large ICT organisation

Working knowledge of management agent, redundancy concepts, remote console architecture, and products within the supported technical domain (i.

e. Network, Storage, Security etc)

What will make you a good fit for the role?

Standard career level descriptor for job level :

  • Seasoned and experienced professional
  • Has full understanding of specialisation area
  • Resolves wide range of issues in creative ways
  • Fully qualified, career level, career journey-orientated
  • Uses good judgement in selecting tools and methods to solve problems
  • Networks with senior internal and external people in own area of expertise
  • Receives little instruction on day-to-day work, receives general instructions on new assignments
  • Typically requires demonstrable related experience with a Bachelor’s or equivalent degree; or moderate level experience and a Master’s or equivalent degree;
  • or a PhD or equivalent degree without experience; or equivalent work experience

    Join our growing global team and accelerate your career with us. Apply today.

    Equal opportunity employer

    NTT is proud to be an equal opportunity employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment.

    We do not discriminate based on age, race, color, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category.


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