Service Delivery Remote Support Engineer (L2) Prague, Praha

Service Delivery Remote Support Engineer (L2)

NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future.
In today’s ‘iNTTerconnected’ world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve some of the world’s most significant technological, business and societal challenges.
With people at the heart of our success, NTT is committed to attracting and growing the best talent and providing an environment where everyone feels they can belong and their contribution matters.
**Want to be a part of our team?**
**Working at NTT**
The role is responsible for providing a professional remote technical support service to clients by identifying and resolving technical incidents and problems. Through preemptive service incident and resolution activities, this role will restore service to clients by driving incidents to an effective resolution and ensuring all requests, process events and resolution incidents result in zero missed service level agreement (SLA) conditions.
**Key Role and Responsibilities**:
- Maintains the support process and ensures that requests for support are handled according to the procedures
- Use service assurance software and tools to investigate and diagnose problems, collect performance statistics and create reports, working with users, other staff and suppliers as appropriate
- Identify and resolve problems following agreed procedures
- Carry out agreed maintenance tasks
- Ensures usage of knowledge articles in incident diagnosis and resolution and assist with updating as and when required
- Perform defined tasks to monitor service delivery against service level agreements and maintains records of relevant information
- Analyse service records against agreed service levels regularly to identify actions required to maintain or improve levels of service, and initiates or reports these actions
- Prioritise and diagnose incidents according to agreed procedures
- Investigate causes of incidents and seeks resolution
- Escalate unresolved incidents and follow up until incident is resolved
- Provide service recovery, following resolution of incidents
- Document and close resolved incidents according to agreed procedures
- Maintain secure, accurate, complete, and current configuration on configuration items (CIs)
- Remotely investigate and identifies root cause of incidents and assist with the implementation of agreed remedies and preventative measures
- Ensure efficient and comprehensive resolution of incidents, including ensuring that repairs are carried out by coordinating product requests, working with other team members
- Provide continuous feedback to clients and affected parties and update all systems, portals and ticketing tools as prescribed by NTT standard operating procedures.
- Identify problems and errors prior to or when they occur
- Log all such incidents in a timely manner with the required level of detail with all the necessary
- Cooperate with all stakeholders including client IT environments, vendors, carriers and NTT colleagues to expedite diagnosis of errors and problems and to identify a resolution
**Knowledge, skills and attributes**:
- Working knowledge of technical documentation
- Knowledge on management agent concepts, redundancy concepts and remote console architecture within supported technical domain
- Knowledge of vendor technologies, such as Cisco, Riverbed, Avaya, etc
- Customer service orientated and pro-active thinking
- Problem solver who is highly driven and self-organised
- Great attention to detail
- Good analytical and logical thinking
- Excellent spoken and written communication skills
- Team play with the ability to work well with others and in group with colleagues and stakeholders
**Academic Qualifications and Certifications**:
- Degree or relevant qualification in IT/Computing
- Relevant IT related certifications in Networking, Security, Data Center-Storage, Data Center, Converged Comm, Customer Interactive Solutions
**Experience required**:
- Experience in call centre 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)
- Experience in technical support to clients
- Experience in diagnosis and troubleshooting
- Experience providing remote support in network/ security/ systems/ storage administration and monitoring services
- Experience in network administration as a support engineer
**What will make you a good fit for the role?**
**A career at NTT means**:
- Being part of a **global pioneer -** where you gain exposure to our Fortune 500 clients and world-leading global technology partners and work with a network of over 40,000 smart and diverse colleagues across 57 countries, delivering services in over 200 cou

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