Support Services Level 1 Engineer
日本電信電話株式会社
Diegem, Belgium
6 dagen geleden

At NTT we believe that by using innovative technology we can solve global challenges and create a world that is sustainable and secure.

We are looking for curious people, from diverse backgrounds, that are keen to work in a fast-paced and agile environment.

At NTT we trust our employees to do the right thing, even when no one is watching, which is why we offer flexibility in the workplace.

The majority of our roles are hybrid, meaning we encourage a balance of working from home and our local office. Ask our recruitment team if this is a hybrid role.

Want to be a part of our team?

We are currently looking for a Support Services Level 1 Engineer to support the business in achieving its strategic objectives.

Working at NTT

As Support Services Level 1 Engineer, you will join the existing team to monitor and support our clients. This task is executed remotely.

  • As Level 1, you clearly understand the technical issues or requests from customers
  • Receive, validate and log client requests
  • Analyse and interpret the requests to ensure tickets are correctly classified, prioritized and categorised.
  • As responsible, you do the follow-up of our customer’s incidents and problems until resolution
  • Ensure timely restoration of service for NTT clients by managing requests (Incidents, Service Requests, and Events) through to successful completion
  • Ensure that a professional level of service quality is maintained and that clients are satisfied
  • First line assessments, diagnostics and troubleshooting
  • Correct escalation procedures on all critical customer calls and requests to internal parties
  • Liaise with the service desk and L2 / L3 engineers to ensure swift resolution of faults
  • You will work in a team that does 24 / 7 shifts and will therefore be required to work morning, evening, night and weekend (day / night) shifts
  • Ensure that knowledge documentation is up-to-dated
  • You will investigate the first level of support calls before engaging with next level of support (L2 / L3). You provide remote support via mail, phone or remote access and 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.

    You provide continuous feedback to clients and other parties and update all systems and / or portals as prescribed by NTT procedures.

    What will make you a good fit for the role?

  • At least a high school technical degree (preferably in telecoms or IT)
  • Experience : minimum 1 year in a similar support function
  • Expected Vendor Certifications Level : CCNA (or similar level from other vendors).
  • Basic knowledge of network technologies like routing and switching, wireless networks, network access control, load balancing, software defined networks.
  • Basic knowledge of, and experience with products of different vendors : Microsoft, Cloud, Alcatel, Cisco, Juniper, HP Aruba, F5 in the technologies mentioned above is an asset

  • Used with ITIL concepts, ITIL certification is an asset
  • Good communication skills in English, Dutch and French (written and orally)
  • Fully client oriented
  • Good analytical and troubleshooting abilities
  • Stress resistant and priority management
  • Willing to increase his / her technical knowledge by self-training
  • Team player
  • Willing to work in shift (24 / 7), should it be required
  • Highly proactive and committed.
  • Join our growing global team and accelerate your career with us. Apply today.

    Equal opportunity employer

    NTT is proud to be an equal opportunity employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment.

    We do not discriminate based on age, race, color, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category.

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