PROVIDES TECHNICAL SUPPORT TO FIELD ENGINEERS, TECHNICIANS, AND PRODUCT SUPPORT PERSONNEL WHO ARE DIAGNOSING, TROUBLESHOOTING, REPAIRING AND DEBUGGING COMPLEX ELECTRO/MECHANICAL EQUIPMENT, COMPUTER SYSTEMS, COMPLEX SOFTWARE, OR NETWORKED AND/OR WIRELESS SYSTEMS. RESPONDS TO SITUATIONS WHERE FIRST- LINE PRODUCT SUPPORT HAS FAILED TO ISOLATE OR FIX PROBLEMS IN MALFUNCTIONING EQUIPMENT OR SOFTWARE. REPORTS DESIGN, RELIABILITY AND MAINTENANCE PROBLEMS OR BUGS TO DESIGN ENGINEERING/SOFTWARE ENGINEERING. BE INVOLVED IN CUSTOMER INSTALLATION AND TRAINING. PROVIDES SUPPORT TO CUSTOMER/USERS WHERE THE PRODUCT IS HIGHLY TECHNICAL OR SOPHISTICATED IN NATURE. SURVEY TIP:In software companies this position generally interacts directly with theCustomer/user when the product is highly technical or sophisticated in nature,Uch as with systems level software where the user has a technical background. InUser is nontechnical, this position would generally interact with product supportErsonnel and potentially the customer when the customer- Roblem cannot beResolved directly by first- Level resources.Working at NTTThe Remote Field Service Engineer is responsible for providing a professionalEcond- Line remote technical support and field engineering service to clients byRoactively identifying and resolving technical incidents and problems. This roleWill restore service to clients by managing incidents and seeing them through toAn effective resolution through pre- Emptive service incident and resolutionActivities.KEY ROLE AND RESPONSIBILITIES:Proactively act as second- Line remote technical support and provide fieldEngineering services for clientsEnsure that the assigned infrastructure at the client site is configured,Installed, tested and operationalIdentify problems and errors prior to or when they occurInvestigate technical support calls and identify the root cause of incidents andRoblemsEnsure the efficient and comprehensive resolution of incidents and requestsProvide continuous feedback to clients and affected partiesCheck knowledge articles to investigate and resolve incidentsDocument work instructions used in resolving incidentsProvides technical support to field engineers, technicians, and product supportErsonalReview the recurring or high impact incidents and manage them through problemManagement processProvide remote client support and/or training as neededDiagnose issues, discern customer needs, and troubleshoot instruments and softwareAnd to find solutions to repair instrumentsPerform preventative maintenance on systems according to defined protocolsKNOWLEDGE, SKILLS AND ATTRIBUTES:Ability to communicate and work across different cultures and social groupsAbility to plan activities and projects well in advance, and takes into accountOssible changing circumstancesAbility to maintain a positive outlook at workAbility to work well in a pressurised environmentAbility to work hard and put in longer hours when it is necessaryConfirm understanding, probing for further relevant information and refrainingFrom interruptingAbility to adapt to changing circumstancesAbility to place client at the forefront of all interactions, understanding theirRequirements and creating a positive client experience throughout the total clientJourneyACADEMIC QUALIFICATIONS AND CERTIFICATIONS:Bachelor- Degree or equivalent in information Technology, Computer Science, orRelevant qualificationCERTIFICATIONS OF THE FOLLOWING VENDOR TECHNOLOGIES IS HIGHLY PREFERRED:Cisco, Riverbed, Bluecoat, Checkpoint, F5, Alcatel Lucent, Genesys, RSA Security,NetApp, HP, Avaya, Juniper, Palo Alto etc.EXPERIENCE REQUIRED:Experience in providing remote technical support to clientsEXPERIENCE IN FOLLOWING TECHNOLOGIES IS CONSIDERED HIGHLY PREFERRED:Call centre routing technologies, Voice over IP technologies, Security/firewalls,Networking routing, switching, distribution, core and access layers, ITInfrastructure storage, backup, computing, server virtualization and etcExperience diagnosing and repairing mechanical, electromechanical, and/orElectronic equipment.Experience troubleshooting and responding to customer concerns.What will make you a good fit for the roleComo será o seu dia a dia Confidential trabalhoComo Analista Confidential Infraestrutura, você atuará no time do Global Service Center,Realizando suporte técnico as principais tecnologias Confidential redes LAN e WAN. ComoIntegrante do time, você terá a oportunidade Confidential desenvolver uma carreira técnicaólida, lidar Confidential os principais fabricantes Confidential tecnologias e encarar desafiosDiários. Além Confidential garantir a melhor experiência Confidential suporte aos clientes.Quais serão as suas responsabilidadesRealizar atendimento Confidential chamados relacionados as tecnologias Confidential LAN e WANAtuação em incidentes críticos para identificação e resolução Confidential problemas.Elaboração Confidential documento Confidential análise Confidential causa raiz RCA.Gerenciar chamados e conduzir troubleshooting envolvendo fabricantes interação emInglês.Planejar e executar mudanças técnicas programadas ou emergenciais.Elaborar documentos e procedimentos técnicos para apoio ao time.O que esperamos que você possuaExperiência em suporte a tecnologias Confidential LAN e WAN operação, configuração eTroubleshootingExperiência Confidential VMWare SD- WAN VeloCloudExperiência em Roteadores Cisco ou similares operação, configuração eTroubleshooting.Experiência Confidential protocolos Confidential roteamentos operação, configuração eTroubleshooting.Certificação Cisco CCNAInglês técnico Escrita/Leitura/ConversaçãoComo você pode se destacarDesejável experiência em tecnologias Confidential SD- WANDesejável experiência em WirelessDesejável experiência em FortinetLocal e Horário Confidential trabalhoHíbrido em Barueri Segunda a Sexta- Feira - Horário comercialDisponibilidade Confidential execução e acompanhamento Confidential atividades fora do horárioComercial plantões, janelas e finais Confidential semanaO que nós oferecemos Vaga híbrida- Contratação modelo CLT- Seu equipamento Confidential trabalho- Confidential- Transporte- Confidential- Refeição/alimentação- Plano Confidential saúConfidential e odontológico para você e sua Confidentialília- Seguro Confidential vida em grupo- Convênio farmácia- Confidential- Cesta maternidade e licença paternidade estendida- Day off Confidential aniversário- Oportunidade Confidential participar Confidential ações sociais- Incentivo à educação e treinamentos Short Monday durante o verão- Uma cultura Confidential trabalho inclusiva, onde juntos fazemos grandes coisas!Para que juntos possamos fazer grandes coisas, a NTT Ltd acredita e apoia aDiversidade em sua totalidade. Dessa forma, nossa empresa é aberta para todos,Independentemente Confidential deficiência, gênero, orientação sexual, raça, etnia, idade,Origem ou estética. #everythingisiNTTerconnected
