National Capital Region Jobs Service Delivery Field Support Engineer (l2) Position at Emerio Philippines, Inc.

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The role is responsible for providing a professional second-line remote and 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 will restore service to clients by managing incidents and seeing them through to an effective resolution. Their primary objective is to ensure all requests, process events and resolution incidents result in zero missed SLA conditions. The role is responsible for managing incidents of medium complexity.

Working at NTT

Stakeholder engagement

Internal: engage with GDC Service Operations team, receive instructions, and manage escalation incidents to L3 Field Engineer or 3rd party vendors as necessary.

External: proactively act as second-line remote and onsite technical support and provide field engineering services for clients (including the analysis, assignment and escalation thereof).

Value Chain Linkage

• Service Operations
• Service Transition

Skills and attributes

Support Services:

Maintains the support process and checks that all requests for support are dealt with according to agreed procedures. Uses 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. Identifies and resolves problems following agreed procedures. Uses service assurance software and tools to collect agreed performance statistics. Carries out agreed maintenance tasks. Ensure usage of knowledge articles in problem diagnosis and resolution.

Service Level Management:

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. Monitors service delivery performance metrics and liaises with managers and customers to ensure that service level agreements are not breached without the stakeholders being given the opportunity of planning for a deterioration in service.

Incident Management:

Prioritises and diagnoses incidents according to agreed procedures. Investigates causes of incidents and seeks resolution. Escalates unresolved incidents. Facilitates recovery, following resolution of incidents. Documents and closes resolved incidents according to agreed procedures. Following agreed procedures, identifies, registers and categorises incidents. Gathers information to enable incident resolution through adoption of knowledge articles and promptly allocates incidents as appropriate. Maintains records and advises relevant persons.

Configuration Management:

Maintains secure configuration, applying and maintaining tools, techniques and processes to identify, track, log and maintain accurate, complete and current information. Applies tools, techniques and processes to track, log and correct information related to CIs, ensuring protection of assets and components from unauthorised change, diversion and inappropriate use.

Problem Management:

Investigates problems in systems, processes and services. Assists with the implementation of agreed remedies and preventative measures.

Technical Specialism:

Maintains knowledge of specific specialisms, provides detailed advice regarding their application and executes specialised tasks. The specialism can be any area of information or communication technology, technique, method, product or application area.

Work Outputs

Ensure operational infrastructure

They ensure that assigned infrastructure at the client site is configured, installed, tested and operational. In this regard, they will perform necessary checks, apply monitoring tools and respond to alerts. Where software is a component of the solution they will also take responsibility for ensuring that the software is installed and configured according to client requirements.

Identify problems and errors

The L2 Field Engineer identifies problems and errors prior to or when they occur. He or she will log all such incidents in a timely manner with the required level of detail. They liaise with all stakeholders including client IT environments, vendors, carriers and NTT colleagues to expedite diagnosis of errors and problems and to identify a resolution.

Ensure resolution of incidents and requests

They investigate second line support calls assigned to them and identify the root cause of incidents and problems. They ensure the efficient and comprehensive resolution of incidents and requests. This could involve ensuring that repairs are carried out by coordinating product requests and liaising with other team members. They will also report and escalate issues to 3rd party vendors if necessary. They take full ownership for managing the incident to resolution within the service level conditions. Where necessary, they escalate requests and exceptions to the 3nd line support team. They provide continuous feedback to clients and affected parties and update all systems and/or portals as prescribed by NTT procedures.

Incident management

They ensure incidents are updated with progress and resolution details in a timely manner using the ITSM Mobile Apps.

Next career steps

• Field Engineer (L3)

Education required

• Degree or relevant qualification in IT/Computing

Minimum Certifications required

• Check Point Certified Security Administrator (CCSA) or
• Check Point Certified Security Expert

Work experience required

• 3 – 5 years’ work experience
• 3+ years’ experience required in network/ security/ systems 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, Security etc)

What will make you a good fit for the role?