Technical Support Engineer (Level 2)

About the role

NTT DATA is seeking a Level 2 Technical Support Engineer to deliver remote technical assistance to its clients. You will be responsible for diagnosing, troubleshooting, and resolving incidents while ensuring service level agreements are met.

Key responsibilities

• Identify, log, and resolve technical incidents in accordance with established processes.
• Utilize approved tools to investigate issues, collect performance data, and generate reports.
• Execute scheduled maintenance tasks and update knowledge articles as needed.
• Monitor service delivery against SLAs and maintain accurate incident records.
• Perform root‑cause analysis and implement corrective actions.
• Escalate unresolved incidents promptly and follow through to resolution.
• Collaborate with client IT teams, vendors, carriers, and internal colleagues to expedite diagnosis and remediation.
• Provide continuous feedback to stakeholders and ensure proper documentation of all actions.

Required profile

• Minimum 2 years of experience in a technical support role.
• Familiarity with vendor technologies such as Cisco, Juniper, Aruba, Mikrotik, Microsoft, Meraki, Sophos, and Fortinet.
• Customer‑service orientation with proactive problem‑solving attitude.
• Strong attention to detail and analytical thinking.

Required skills

• Cisco
• Juniper
• Aruba
• Mikrotik
• Microsoft
• Meraki
• Sophos
• Fortinet