Make an impact with NTT DATA
Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can grow, belong and thrive.
The Technical Support Engineer (L2) is a developing engineering role within 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.
Identify, and maintain the support process and ensure all requests for support are handled in accordance with established procedures.
Utilize approved software and tools to investigate and diagnose issues, collect performance statistics, and generate reports while collaborating with users, team members, and vendors as needed.
Execute scheduled maintenance tasks as per defined standards.
Ensure effective use of knowledge articles for incident diagnosis and resolution and assist in updating them when required.
Perform tasks to monitor service delivery against Service Level Agreements (SLAs) and maintain accurate records of relevant information.
Prioritize and diagnose incidents according to established procedures.
Investigate root causes of incidents and implement resolutions.
Escalate unresolved incidents promptly and follow up until resolution is achieved.
Provide service recovery and ensure proper documentation and closure of resolved incidents in line with agreed procedures.
Apply tools, techniques, and processes to track, log, and correct CI-related information, ensuring protection of assets from unauthorized changes or misuse.
Conduct remote investigations to identify root causes of incidents and assist in implementing agreed remedies and preventive measures.
Ensure efficient and comprehensive resolution of incidents, including coordinating product requests and collaborating with team members.
Provide continuous feedback to clients and stakeholders, and update all systems, portals, and ticketing tools as per standard operating procedures.
Collaborate with all stakeholders—including client IT teams, vendors, carriers, and colleagues—to expedite diagnosis and resolution of errors and problems.
Knowledge and Attributes:
2 years relevant working experience in a technical support role
Developing knowledge of technical documentation.
Knowledge of vendor technologies, such as Cisco, Juniper, Aruba, Mikrotik, Microsoft, Meraki, Sophos, Fortinet etc.
Customer service orientated and pro-active thinking.
Problem solver who is highly driven and self-organized.
Good attention to detail.
Good 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.
Soft skills – customer service, communication skill.
Academic Qualifications and Certifications:
Bachelor's degree or equivalent in Information Technology or Computing or related field.
Professional level certification in different Networking technologies such as Cisco, Microsoft, Fortigate, Sophos.
Workplace type:
Hybrid WorkingAbout NTT DATA
NTT DATA is a $30+ billion business and technology services leader, serving 75% of the Fortune
Global 100. We are committed to accelerating client success and positively impacting society through
responsible innovation. We are one of the world’s leading AI and digital infrastructure providers, with
unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and
application services. Our consulting and industry solutions help organizations and society move
confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more
than 70 countries. We also offer clients access to a robust ecosystem of innovation centers as well as
established and start-up partners. NTT DATA is part of NTT Group, which invests over $3 billion each
year in R&D.
Equal Opportunity Employer
NTT DATA 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, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.
Third parties fraudulently posing as NTT DATA recruiters
NTT DATA recruiters will never ask job seekers or candidates for payment or banking information during the recruitment process, for any reason. Please remain vigilant of third parties who may attempt to impersonate NTT DATA recruiters whether in writing or by phone in order to deceptively obtain personal data or money from you. All email communications from an NTT DATA recruiter will come from an @nttdata.com email address. If you suspect any fraudulent activity, please contact us.
Skills Required
- Minimum 2 years relevant technical support experience
- Bachelor's degree or equivalent in Information Technology, Computing, or related field
- Knowledge of vendor networking/security technologies (Cisco, Juniper, Aruba, Mikrotik, Meraki, Sophos, Fortinet)
- Professional-level certifications in networking/security technologies (Cisco, Microsoft, Fortinet, Sophos, etc.)
- Experience using ticketing/ITSM tools and updating knowledge articles
- Strong customer service, communication, analytical and problem-solving skills
- Ability to perform remote diagnostics, follow escalation procedures, and meet SLA targets
- Developing knowledge of technical documentation
NTT DATA Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about NTT DATA and has not been reviewed or approved by NTT DATA.
-
Fair & Transparent Compensation — Feedback suggests salary bands and grades are clearly defined, making ranges and promotion criteria easier to understand. Standardized HR processes provide visibility into levels across common delivery roles.
-
Healthcare Strength — Feedback suggests the package includes comprehensive medical, dental, and vision options with HSA/FSA eligibility. Global materials emphasize comprehensive insurance and wellbeing as baseline offerings across regions.
-
Wellbeing & Lifestyle Benefits — Flexible work options, including remote/hybrid arrangements, are highlighted as core benefits and can support work–life balance. Some delivery teams report more manageable hours than strategy consultancies, improving perceived value for time.
NTT DATA Insights
What We Do
NTT DATA, Inc. is a trusted global innovator of business and technology services. We're committed to helping clients innovate, optimize and transform for long-term success. Our R&D investments help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity
