Smart Hands Engineer

NTT Ltd.•Colorado, United States of America, CO

2d•$32 - $45•Onsite

About The Position

The Data Center Smart Hands Engineer is a seasoned engineering role, operating in region and is responsible for providing a professional remote technical support service to clients by identifying and resolving technical incidents and problems. Through pre-emptive 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.

Requirements

Seasoned knowledge of technical documentation
Seasoned knowledge on management agent concepts, redundancy concepts and remote console architecture within supported technical domain.
Seasoned knowledge of vendor technologies, such as Cisco, EMC, Dell Avaya etc.
Seasoned customer service orientated and pro-active thinking.
Seasoned problem solver who is highly driven and self-organized.
Excellent attention to detail.
Excellent analytical and logical thinking.
Excellent spoken and written communication skills.
Team player with the ability to work well with others and in group with colleagues and stakeholders.
Bachelor's degree or equivalent in Information Technology or Computing or related field.
Professional level certification in different Data Centre technologies such as Cisco, NetApp, EMC- Ex: CCNP (DC), ONTAPP etc.
Expertise in at least two Data Centre technologies.
Seasoned experience in call center 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.).
Seasoned experience in technical support to clients.
Seasoned experience in diagnosis and troubleshooting.
Seasoned experience providing remote support in Data Center technologies.
Seasoned experience of 5 to 7 years in relevant technology.

Responsibilities

Maintains the support process and ensures that requests for support are handled according to the procedures.
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 follow 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.
Cooperates with all stakeholders including client IT environments, vendors, carriers and colleagues to expedite diagnosis of errors and problems and to identify a resolution.
Creates knowledge articles in incident diagnosis/resolution and assist with updating as and when required.
Upgrades skills and enhances knowledge on latest products and technologies and completes required certification.