Role Overview
NTT DATA features an opening for an on-site Service Delivery Field Support Engineer (L1) within the Networking Managed Services practice in Kolkata, West Bengal, India. In this entry-level infrastructure support role, you will be responsible for providing managed network services to ensure client IT systems and telecommunications environments remain operational, stable, and resilient. The position focuses on monitoring network infrastructure, triaging first-line incidents, executing routine maintenance and patch management, fulfilling technical service requests, and collaborating with cross-functional technical teams to maintain strict service level agreements (SLAs).
Core Responsibilities
- First-Line Incident Resolution: Proactively monitor client network infrastructure, detect system anomalies, investigate initial incident reports, and deliver timely resolutions using defined standard operating procedures (SOPs) and knowledge articles.
- Network Device Support: Assist with routine configuration updates, troubleshooting, and maintenance across switches, routers, firewalls, and remote access appliances.
- Maintenance & Patching: Execute planned maintenance tasks, system patching schedules, and network parameter changes across client hardware.
- ITSM Governance: Log, triage, manage, and close incident tickets and service requests using enterprise ITSM platforms, ensuring continuous SLA compliance and comprehensive shift handovers.
- Continuity & Project Support: Assist with scheduled Disaster Recovery (DR) testing activities, network cutover projects, and system health checks.
- Operational Improvement: Identify opportunities to automate common service requests, reduce repetitive technical incidents, and update support runbooks with verified technical documentation.
Qualifications & Requirements
- Educational Background: Bachelor's degree in Information Technology, Computer Science, Computer Engineering, or an equivalent technical qualification.
- Professional Experience: 0 to 2 years of technical experience in network operations, field service support, IT help desk, or infrastructure managed services.
- Routing & Switching Fundamentals: Basic working knowledge of Cisco Nexus switches, Cisco ASR/ISR routers, Cisco Meraki devices, and standard routing protocols including BGP, OSPF, and EIGRP.
- Network Security & Access: Foundational understanding of enterprise firewall technologies (Palo Alto, Fortinet, Virtual Juniper), Pulse Secure SSL VPN, and access control platforms (Cisco ISE, ACS).
- Process Understanding: Familiarity with IT Service Management (ITSM) tools and structured ticket handling workflows.
- Operational Alignment: Commitment to working on-site in Kolkata with the flexibility to support operational shifts, maintenance windows, and extended support hours when necessary.
About NTT DATA
NTT DATA is a global business and technology services provider serving 75% of the Fortune Global 100. With unmatched capabilities across enterprise-scale AI, cloud infrastructure, cybersecurity, network connectivity, and digital operations, NTT DATA partners with clients across more than 70 countries to advance sustainable and resilient digital transformation.