The Technical Support Engineer role at NTT Ltd is focused on maintaining the IT support process and ensuring all support requests are handled efficiently and according to established procedures. This position involves leveraging approved software and tools for comprehensive incident management, including investigation, diagnosis, resolution, and reporting, while strictly adhering to established Service Level Agreements (SLAs) and internal documentation standards.
Key Responsibilities
- Identify and maintain the support process, ensuring 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.
- Collaborate with users, team members, and vendors as needed during investigations.
- 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 Configuration Item (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
Successful candidates must possess the following knowledge and soft skills:
- Developing knowledge of technical documentation.
- Knowledge of vendor technologies, such as Cisco, Juniper, Aruba, Mikrotik, Microsoft, Meraki, Sophos, Fortinet etc.
- Customer service oriented and proactive 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 a group with colleagues and stakeholders.
- Strong soft skills, including customer service and communication abilities.
Academic Qualifications and Certifications
- Bachelor's degree or equivalent in Information Technology, Computing, or a related field.
- Professional level certification in different Networking technologies such as Cisco, Microsoft, Fortigate, or Sophos.
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