Technical Support Resident Engineer

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.

Your day at NTT DATA

The ideal candidate will be responsible for providing technical support to end users, ensuring smooth and efficient use of IT resources. This role requires excellent problem-solving skills, a customer-focused attitude, and the ability to work in a fast-paced environment.

What you’ll be doing

The ideal candidate will be responsible for providing technical support to end users, ensuring smooth and efficient use of IT resources. This role requires excellent problem-solving skills, a customer-focused attitude, and the ability to work in a fast-paced environment.

Key Responsibilities:

• Ability to work with ITSM systems, such as ManageEngine.
• Provide first-line technical support to end users via phone, email, and in-person.
• Diagnose and resolve hardware and software issues on desktops, laptops, and mobile devices.
• Install, configure, and maintain operating systems, software applications, and hardware.
• Assist with network connectivity issues, including Wi-Fi and VPN troubleshooting.
• Manage user accounts and permissions in Active Directory and other systems.
• Document support requests and resolutions in the ticketing system.
• Conduct training sessions and create user guides to help end users understand and utilize IT resources effectively.
• Collaborate with other IT team members to escalate and resolve complex issues.
• Stay updated with the latest technology trends and best practices in end user support.
• Focuses on ensuring all lines of support for more complex incidents, requests, events, and/or problems through the effective coaching and training of IT Technical Support Engineers.
• Undertakes regular reviews to ensure that the assigned infrastructure is configured, installed, tested, and operational. Ensures that the software is installed and configured in line with business requirements.
• Proactively identifies problems, events, incidents, and errors prior to or when they occur.
• Fosters good relationships with all stakeholders including vendors, carriers, and colleagues.
• Resolves calls and identifies the root cause of incidents, events, and problems to ensure proactive future management.
• Ensures the efficient and comprehensive resolution of incidents, problems, events, and requests.
• Reports and escalates complex issues to 3rd party vendors.
• Provides continuous feedback to clients, affected parties and update all systems and/or portals as prescribed by standard procedures.
• Proactively supports the service desk by receiving calls and incidents, problems, requests, and events when required.
• Ensures the resolution and recovery of an incident in line with the relevant processes and service level agreements.
• Updates incidents, requests, problems, and/or events with progress and resolution details.
• Performs any other related task as required.

Knowledge and Attributes:

• Proven experience in a technical support or helpdesk role.
• Strong knowledge of Windows operating systems.
• Familiarity with network protocols and troubleshooting tools.
• Ability to work independently and as part of a team.
• Strong organizational skills and attention to detail.
• Ability to communicate well and to capture all pertinent details when required.
• Ability to explain procedures and technical details to both technical and non-technical audiences in a concise and clear manner.
• Excellent interpersonal skills with the ability to foster and maintain solid stakeholder relationships.
• Passion for achieving or exceeding expectations.
• Excellent written and verbal communication skills.
• Ability to plan activities and projects well in advance and takes into account possible changing circumstances.
• Ability to work well in a pressurized environment
• Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information and refraining from interrupting
• Ability to place client at the forefront of all interactions, understanding their requirements and creating a positive client experience throughout the total client journey.

Academic Qualifications and Certifications:

• Bachelor’s degree or relevant qualification in IT/Computing, or related field.
• Relevant IT Certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, or similar are a plus.

Required Experience:

• Seasoned experience required in diagnosis and troubleshooting, IT Technical Support role within a large ICT organization.
• Seasoned experience interacting and working closely with a variety of internal and external stakeholders at different levels in the business.
• Seasoned technical experience with a variety of technologies, for example (but not limited to) Meeting Room Technologies and Microsoft 365.

Tagged as: IT & Telecommunication