Collaboration Remote Technical Support Engineer (L3) at NTT Ltd.

📍 Job Overview

Job Title: Collaboration Remote Technical Support Engineer (L3)
Company: NTT Ltd.
Location: Budapest, Central Hungary, Hungary
Job Type: Full-Time, Hybrid
Category: Technical Support Engineer
Date Posted: 2025-08-03
Experience Level: 5-10 years
Remote Status: Hybrid (Remote/On-site)

🚀 Role Summary

📝 Enhancement Note: This role requires a seasoned engineer to provide professional remote technical support, focusing on collaboration technologies and maintaining service delivery against service level agreements (SLAs).

💻 Primary Responsibilities

📝 Enhancement Note: The primary responsibilities involve maintaining support processes, identifying and resolving technical incidents, and ensuring service recovery. The role also requires continuous feedback to clients and affected parties, as well as maintaining secure and accurate configuration of assets.
💻 Maintain support process and ensure requests for support are handled according to procedures.
💻 Identify and resolve problems following agreed procedures, prioritizing and diagnosing incidents based on severity and impact.
💻 Carry out agreed maintenance tasks and perform defined tasks to monitor service delivery against SLAs.
💻 Maintain knowledge articles in incident diagnosis and resolution, and assist with updating them as required.
💻 Document and close resolved incidents according to agreed procedures, ensuring all relevant information is recorded.
💻 Maintain secure, accurate, complete, and current configuration on configuration items (CIs), protecting assets and components from unauthorized change, diversion, and inappropriate use.
💻 Remotely investigate and identify root cause of incidents and assist with the implementation of agreed remedies and preventative measures.
💻 Maintain knowledge of specific specialisms and provide detailed advice regarding their application.
💻 Cooperate with all stakeholders including client IT environments, vendors, carriers, and colleagues to expedite diagnosis of errors and problems and to identify a resolution.
💻 Upgrade skills and enhance knowledge on latest products and technologies and complete required certifications.

🎓 Skills & Qualifications

Education:

Bachelor's degree or equivalent in Information Technology, Computing, or a related field.

Experience:

Seasoned experience in collaboration technologies such as call managers, voice gateways, call recording, scripting, messaging, VOIP, and IP telephony.
Seasoned experience in technical support to clients and remote support in collaboration technologies.
Seasoned experience in diagnosis and troubleshooting.

Required Skills:

Working knowledge of technical documentation.
Knowledge of management agent concepts, redundancy concepts, and remote console architecture within supported technical domains.
Knowledge of vendor technologies such as Cisco, Microsoft, ARC, Audio Codes, PeterConnect, and Sonus.
Customer service orientation and proactive thinking.
Problem-solving skills with high self-organization and excellent attention to detail.
Good analytical and logical thinking with excellent spoken and written communication skills.
Team player with the ability to work well with others and in groups with colleagues and stakeholders.

Preferred Skills:

Professional-level certifications in different networking technologies such as Cisco, Microsoft, ARC, Audio Codes, PeterConnect, and Sonus (e.g., CCNP, MS-700).

📝 Enhancement Note: While not explicitly stated, having experience with ITIL (Information Technology Infrastructure Library) processes and methodologies would be beneficial for this role, as it involves maintaining service delivery and ensuring compliance with SLAs.

📊 Web Portfolio & Project Requirements

📝 Enhancement Note: As this role focuses on technical support and troubleshooting, a portfolio showcasing problem-solving skills, incident resolution examples, and collaboration technology expertise would be most relevant.

Portfolio Essentials:
- Documented case studies of successfully resolved incidents, highlighting problem-solving skills and technical expertise.
- Examples of maintaining service delivery against SLAs and ensuring client satisfaction.
- Demonstrations of remote support and collaboration technology proficiency.
Technical Documentation:
- Well-structured and clearly written incident reports and resolution guides.
- Evidence of maintaining accurate and up-to-date knowledge articles.
- Examples of contributing to process improvements and knowledge sharing.

💵 Compensation & Benefits

Salary Range: The salary range for this role in Budapest, Hungary, is estimated to be between 450,000 HUF and 600,000 HUF (approx. 1,350 EUR to 1,800 EUR) per year, based on market research and the level of experience required.

Benefits:

Competitive benefits package, including health insurance and retirement plans.
Global opportunities for career growth and development.
Collaborative and inclusive work environment.

Working Hours: The role requires a standard 40-hour workweek, with flexibility for maintenance windows and project deadlines.

📝 Enhancement Note: The salary range provided is an estimate based on market research and should be verified with the hiring organization. Benefits may vary depending on the candidate's location and employment status.

🎯 Team & Company Context

🏢 Company Culture

Industry: NTT Ltd. operates in the technology and telecommunications industry, with a focus on providing global IT and business consulting services.

Company Size: NTT Ltd. is a large, global organization with over 120,000 employees across 53 countries. This size allows for diverse opportunities and a robust support network.

Founded: NTT Ltd. was founded in 2019, following the integration of several NTT Group companies.

Team Structure:

The technical support team consists of engineers with varying levels of experience, working together to maintain service delivery and resolve incidents.
The team follows a hierarchical structure, with senior engineers providing guidance and mentorship to junior team members.
Collaboration and cross-functional teamwork are essential for successful incident resolution and maintaining client satisfaction.

Development Methodology:

The team follows ITIL (Information Technology Infrastructure Library) processes and methodologies to ensure consistent service delivery and incident management.
Agile project management principles are employed to facilitate continuous improvement and adaptability.
Regular team meetings and knowledge-sharing sessions are held to foster a culture of learning and development.

Company Website: NTT Ltd.

📝 Enhancement Note: NTT Ltd. values diversity, inclusion, and continuous learning, providing a supportive environment for professional growth and development.

📈 Career & Growth Analysis

Web Technology Career Level: This role is at the senior level, requiring a seasoned engineer with extensive experience in collaboration technologies and technical support. The role offers opportunities for growth through mentoring junior team members and contributing to process improvements.

Reporting Structure: The role reports directly to the Team Lead or Manager, with regular interactions with other senior engineers, junior team members, and stakeholders.

Technical Impact: The role has a significant impact on maintaining service delivery, ensuring client satisfaction, and contributing to the continuous improvement of support processes and incident resolution methodologies.

Growth Opportunities:

Technical Skill Development: The role offers opportunities to enhance knowledge and skills in collaboration technologies and incident resolution methodologies, with a focus on continuous learning and certification.
Technical Leadership: With experience and demonstrated expertise, there are opportunities to take on more responsibilities, mentor junior team members, and contribute to process improvements.
Architecture Decisions: As a senior engineer, there may be opportunities to influence architecture decisions related to collaboration technologies and incident resolution processes.

📝 Enhancement Note: Career progression in this role is likely to involve moving into more senior engineering roles, team leadership positions, or specialized technical expertise areas within the organization.

🌐 Work Environment

Office Type: NTT Ltd. offers a hybrid work environment, combining remote work with on-site collaboration and team-building activities.

Office Location(s): The role is based in Budapest, Hungary, with the option to work remotely for a significant portion of the time.

Workspace Context:

🌐 Hybrid Work Environment: The hybrid work environment allows for flexibility and a better work-life balance while maintaining collaboration and team-building opportunities.
💻 Remote Work Tools: The organization provides remote work tools and resources to ensure a productive and efficient work environment.
🌐 Collaborative Workspace: The on-site office space is designed to facilitate collaboration, with open-plan workspaces and dedicated meeting rooms.

Work Schedule: The role requires a standard 40-hour workweek, with flexibility for maintenance windows, project deadlines, and incident resolution as needed.

📝 Enhancement Note: The hybrid work environment offers the best of both worlds, allowing for flexibility and work-life balance while maintaining the benefits of in-person collaboration and team-building.

📄 Application & Technical Interview Process

Interview Process:

📝 Enhancement Note: The interview process is likely to involve a combination of technical assessments, case studies, and behavioral interviews to evaluate the candidate's problem-solving skills, technical expertise, and cultural fit.
📝 Enhancement Note: As the role requires a high level of technical expertise and problem-solving skills, the interview process may include live coding exercises, incident scenario-based assessments, and in-depth discussions on collaboration technologies and incident resolution methodologies.
📝 Enhancement Note: The interview process may also involve assessments of the candidate's communication skills, teamwork, and customer service orientation, as these are crucial for success in this role.

Portfolio Review Tips:

📝 Enhancement Note: When preparing your portfolio, focus on demonstrating your problem-solving skills, incident resolution examples, and collaboration technology expertise. Highlight your ability to maintain service delivery, ensure client satisfaction, and contribute to process improvements.
📝 Enhancement Note: Include examples of remote support and collaboration technology proficiency, as these are essential aspects of the role.

Technical Challenge Preparation:

📝 Enhancement Note: Familiarize yourself with the latest trends and best practices in collaboration technologies and incident resolution methodologies. Brush up on your technical documentation skills and be prepared to discuss your approach to maintaining service delivery and ensuring client satisfaction.

ATS Keywords: (See the comprehensive list of relevant keywords below)

📝 Enhancement Note: Tailor your resume and portfolio to highlight the relevant keywords and demonstrate your proficiency in the required skills and technologies.

🛠 Technology Stack & Web Infrastructure

Collaboration Technologies:

Call managers (e.g., Cisco Unified Communications Manager, Microsoft Teams)
Voice gateways (e.g., Cisco IOS, Microsoft Skype for Business)
Call recording and monitoring solutions (e.g., NICE, Verint)
Scripting languages (e.g., PowerShell, Python)
Messaging platforms (e.g., Microsoft Exchange, Google Workspace)
VOIP and IP telephony solutions (e.g., Cisco Unified Communications, Microsoft Teams)

Support Tools:

Remote desktop and access tools (e.g., TeamViewer, Remote Desktop Protocol)
Ticketing systems (e.g., ServiceNow, Jira Service Management)
Monitoring tools (e.g., Nagios, Zabbix)
Configuration management tools (e.g., Ansible, Puppet)

📝 Enhancement Note: Familiarize yourself with the specific collaboration technologies and support tools used by NTT Ltd., as this will be crucial for success in the role.

👥 Team Culture & Values

Web Development Values:

🌐 Client Focus: NTT Ltd. places a strong emphasis on client satisfaction and maintaining service delivery against SLAs.
💻 Technical Excellence: The organization values technical expertise and continuous learning, with a focus on staying up-to-date with the latest trends and best practices in collaboration technologies and incident resolution methodologies.
🌐 Collaboration: NTT Ltd. fosters a culture of collaboration and teamwork, with a strong emphasis on knowledge sharing and mentoring.
💡 Innovation: The organization encourages innovation and creative problem-solving, with a focus on driving continuous improvement and process optimization.

Collaboration Style:

🌐 Cross-Functional Integration: The role requires close collaboration with various teams, including client IT environments, vendors, carriers, and colleagues, to expedite diagnosis and resolution of issues.
💻 Code Review Culture: While not explicitly stated, a culture of knowledge sharing and continuous learning is likely to be encouraged, with regular team meetings and peer-to-peer support.
🌐 Knowledge Sharing: NTT Ltd. fosters a culture of knowledge sharing, with regular team meetings, training sessions, and mentoring opportunities.

📝 Enhancement Note: NTT Ltd. values diversity, inclusion, and continuous learning, providing a supportive environment for professional growth and development.

⚡ Challenges & Growth Opportunities

Technical Challenges:

🌐 Incident Resolution: The role requires a high level of technical expertise and problem-solving skills to identify and resolve incidents quickly and efficiently.
💻 Service Delivery: Maintaining service delivery against SLAs can be challenging, requiring a proactive approach to incident prevention and resolution.
🌐 Remote Support: Providing remote support to clients can present unique challenges, requiring strong communication skills and a deep understanding of collaboration technologies.
💡 Emerging Technologies: Keeping up-to-date with the latest trends and best practices in collaboration technologies and incident resolution methodologies can be challenging, requiring continuous learning and adaptation.

Learning & Development Opportunities:

📝 Enhancement Note: NTT Ltd. offers numerous learning and development opportunities, including training sessions, workshops, and mentoring programs, to help employees enhance their skills and advance their careers.
🌐 Conference Attendance: The organization encourages employees to attend industry conferences and events to stay up-to-date with the latest trends and best practices.
💡 Certification: NTT Ltd. supports employees in obtaining relevant certifications to enhance their skills and advance their careers.
🌐 Technical Mentorship: The organization provides opportunities for technical mentorship, with senior engineers sharing their knowledge and expertise with junior team members.

📝 Enhancement Note: NTT Ltd. values continuous learning and professional development, providing numerous opportunities for employees to enhance their skills and advance their careers.

💡 Interview Preparation

Technical Questions:

🌐 Collaboration Technologies: Be prepared to discuss your experience with various collaboration technologies, including call managers, voice gateways, call recording, scripting, messaging, VOIP, and IP telephony.
💻 Incident Resolution: Brush up on your incident resolution skills and be prepared to discuss your approach to identifying and resolving incidents quickly and efficiently.
🌐 Service Delivery: Familiarize yourself with ITIL (Information Technology Infrastructure Library) processes and methodologies, and be prepared to discuss your approach to maintaining service delivery against SLAs.
💡 Problem-Solving: Be prepared to discuss your problem-solving skills and approach to challenging technical incidents and process improvements.

Company & Culture Questions:

🌐 Client Focus: Be prepared to discuss your approach to client satisfaction and maintaining service delivery against SLAs.
💻 Technical Excellence: Familiarize yourself with NTT Ltd.'s focus on technical expertise and continuous learning, and be prepared to discuss your approach to staying up-to-date with the latest trends and best practices in collaboration technologies and incident resolution methodologies.
🌐 Collaboration: Be prepared to discuss your experience with collaborative teamwork and knowledge sharing, and how you would contribute to NTT Ltd.'s culture of collaboration and continuous learning.

Portfolio Presentation Strategy:

📝 Enhancement Note: Tailor your portfolio to highlight your problem-solving skills, incident resolution examples, and collaboration technology expertise. Include examples of remote support and client satisfaction, demonstrating your ability to maintain service delivery against SLAs.
🌐 Live Demonstration: Prepare a live demonstration of your technical skills, focusing on your ability to identify and resolve incidents quickly and efficiently.
💡 Technical Walkthrough: Be prepared to provide a detailed technical walkthrough of your portfolio, highlighting your approach to incident resolution and maintaining service delivery against SLAs.
🌐 User Experience: While not explicitly stated, be prepared to discuss your approach to user experience and ensuring client satisfaction in your incident resolution and support processes.

📝 Enhancement Note: Tailor your interview preparation to the specific requirements and values of NTT Ltd., demonstrating your proficiency in the required skills and technologies and your fit with the organization's culture.

📌 Application Steps

To apply for this web development/server administration position:

🌐 Submit Your Application: Visit the application link provided and submit your application through the NTT Ltd. careers portal.
📝 Enhancement Note: Tailor your resume and portfolio to highlight the relevant keywords and demonstrate your proficiency in the required skills and technologies.
💻 Prepare for Technical Interview: Familiarize yourself with the latest trends and best practices in collaboration technologies and incident resolution methodologies, and brush up on your technical documentation skills.
🌐 Research the Company: Thoroughly research NTT Ltd. and the specific role, ensuring you understand the organization's focus on client satisfaction, technical expertise, and continuous learning.

📝 Enhancement Note: This enhanced job description includes AI-generated insights and web development/server administration industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Content Guidelines (IMPORTANT: Do not include this in the output)

Web Technology-Specific Focus:

Tailor every section specifically to web development, server administration, DevOps, and web infrastructure roles
Include web development methodologies, responsive design principles, and server management practices
Emphasize web portfolio requirements, live project demonstrations, and user experience considerations
Address web development team dynamics, cross-functional collaboration with designers and marketers
Focus on web technology career progression, emerging technology adoption, and technical specialization

Quality Standards:

Ensure no content overlap between sections - each section must contain unique information
Only include Enhancement Notes when making significant inferences about web development processes, server configuration, or team structure
Be comprehensive but concise, prioritizing actionable information over descriptive text
Strategically distribute web development and server administration-related keywords throughout all sections naturally
Provide realistic salary ranges based on location, experience level, and web technology specialization

Industry Expertise:

Include specific web technologies, frameworks, server platforms, and infrastructure tools relevant to the role
Address web development career progression paths and technical leadership opportunities in web teams
Provide tactical advice for web portfolio development, live demonstrations, and project case studies
Include web technology-specific interview preparation and coding challenge guidance
Emphasize responsive design, performance optimization, accessibility standards, and user experience principles

Professional Standards:

Maintain consistent formatting, spacing, and professional tone throughout
Use web development and server administration industry terminology appropriately and accurately
Include comprehensive benefits and growth opportunities relevant to web technology professionals
Provide actionable insights that give web development and server administration candidates a competitive advantage
Focus on web development team culture, cross-functional collaboration, and user impact measurement

Technical Focus & Portfolio Emphasis:

Emphasize web development best practices, responsive design principles, and performance optimization
Include specific portfolio requirements tailored to the web technology discipline and role level
Address browser compatibility, accessibility standards, and user experience design principles
Focus on problem-solving methods, performance optimization, and scalable web architecture
Include technical presentation skills and stakeholder communication for web projects

Avoid:

Generic business jargon not relevant to web development or server administration roles
Placeholder text or incomplete sections
Repetitive content across different sections
Non-technical terminology unless relevant to the specific web technology role
Marketing language unrelated to web development, server administration, or user experience

Collaboration Remote Technical Support Engineer (L3)