The primary responsibility of the Technical Services Implementation Engineer (L2) is to provide technical support to NTT clients. This includes remotely supporting clients within service level agreements (SLAs), to install and configure software and hardware, resolve incidents, perform root cause analysis and adhere to any related processes such as change management. This role is involved in more complex environments for installation, configuration and fault management.
Key Roles and Responsibilities:
Interact with clients on site to meet complex requirements of a solution.
Escalate unresolved problems and issues to the relevant third parties.
Respond to escalated client requests and support client applications to a first line resolution.
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Escalate complex problems to the relevant third parties.
Write reports and proposals and complete and maintain project documentation.
Assist with the documentation of standard operating procedures relating to installations and fixes.
Act as coach and mentor to more junior Implementation Engineers and Technicians.
Assume responsibility for the co-ordination of the activities of the Engineers, in line with performance targets.
May be required to serve periodically on the customer service desk, providing third line telephonic, remote and on-site support and problem management.
Included in higher complexity design work, with input to the design expected.
Expected to take ownership of relevant technologies according to domain or specialization.
Knowledge, Skills and Attributes:
Good understanding and appreciation of technical design and business principles
Demonstrates project management and administration ability
Good project skills which are demonstrated in the execution of installations and other assignments
Demonstrate customer engagement skills
Demonstrate relevant domain specialist knowledge
Good verbal communication skills
Client focused and display a proactive approach to solving problems
Ability to work under pressure
Ability to coach, mentor and provide guidance to team members
Good understanding of project management principles
Academic Qualifications and Certifications:
Computer Science / Information Technology Degree or equivalent together with specialised training in new technologies and legacy systems or equivalent
Project management certification
Required Experience:
Strong L2 Engineer Candidates- this is primarily project implementation work. The L2 will be getting templates and direction from an L3, but they should be able to work independently from those instructions with minimal oversight. They will need product experience and be on the stronger end of L2 just given the nature of our work.
4-7 years of relevant IT experience including strong history of implementation work.
Core Technologies: Cisco/Meraki LAN and wireless - certifications are desirable, not required.
Seasoned work experience in a technical implementation engineering or similar role
Seasoned experience engaging with clients and conducting presentations
Seasoned project administration and documentation experience
Seasoned report writing experience
Seasoned project management experience
Skills Summary
Configuration Management (CM), Installation Management, Problem Resolution, Report Writing, Root Cause Analysis (RCA), Technical Solution Design, Technology Services, Troubleshooting "
About NTT DATA
NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize, and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo. Visit us at us.nttdata.com .
NTT DATA is an equal opportunity employer and considers all applicants without regarding to race, color, religion, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other characteristic protected by law. We are committed to creating a diverse and inclusive environment for all employees. If you need assistance or an accommodation due to a disability, please inform your recruiter so that we may connect you with the appropriate team.
Where required by law, NTT DATA provides a reasonable range of compensation for specific roles. The starting hourly range for this remote role is ($55-65/hour). This range reflects the minimum and maximum target compensation for the position across all US locations. Actual compensation will depend on several factors, including the candidate's actual work location, relevant experience, technical skills, and other qualifications. This position may also be eligible for incentive compensation based on individual and/or company performance.
This position is eligible for company benefits that will depend on the nature of the role offered. Company benefits may include medical, dental, and vision insurance, flexible spending or health savings account, life, and AD&D insurance, short-and long-term disability coverage, paid time off, employee assistance, participation in a 401k program with company match, and additional voluntary or legally required benefits .