Network Field Service Engineer in London

The Cross Technology Service Delivery Field Support Engineer is an entry level engineering role, responsible for providing a professional first-line remote and/or 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 Cross Technology Service Delivery Field Support Engineer is responsible for managing standard and low complexity incidents, conducting routine, repetitive tasks whilst using readily available information and following standard practices and procedures.

• Installation and testing cabling between devices at customer data centre sites, both fibre and copper.
• Testing and installing pre terminated fibre and copper cables between devices, utilising existing structured cable infrastructure of tray work or trunking where necessary.
• Attending fault calls on network devices at customer sites, working with remote client or NTT Global support teams to resolve issues with devices, either by fixing faults with existing devices or replacing them.
• As part of a rota, fulfil the admin role to receive dispatch requests from NTT Global Delivery centre teams and then carry out in country dispatching of engineers and/or parts as required.
• Ensures that any software that is part of the solution is installed and configured according to client requirements.
• Liaises with all stakeholders including client IT environments, carriers and colleagues to expedite diagnosis of errors and problems and to identify a resolution.
• Investigates first line support calls assigned and identifies the root cause of incidents and problems following knowledge articles.
• Responds to and diagnoses all alerts, escalating to L2 Field Engineer when unable to resolve within the stipulated time.
• Applies tools, techniques and processes to track, log, report on and correct configuration items, components and changes.
• Investigates problems in systems, processes and services and assists with the implementation of agreed remedies and preventative measures.
• Provides first line remote and onsite technical support to clients.
• Follows the required handover procedures for shift changes to ensure service continuity.

Note – There is a requirement to be part of rotas for out of business hours cover for both engineering and dispatching parts of the role.

At NTT DATA, you have endless opportunities to think big, act bold and take ownership. We offer a range of tailored benefits that support your physical, emotional, and financial wellbeing. Our Learning and Development team ensure that there are continuous growth and development opportunities for our people. We also offer the opportunity to have flexible work options.

We believe in the fair treatment of all our employees and commit to promoting equity and diversity in our employment practices. We actively collaborate with individuals who have disabilities and long-term health conditions which have an effect on their ability to do normal daily activities, ensuring that barriers are eliminated when it comes to employment opportunities. In line with our commitment, we guarantee an interview to applicants who declare to us, during the application process, that they have a disability and meet the minimum requirements for the role. Join us in building a truly diverse and empowered team.