NTT Ltd Hiring for IT Technical Support Engineer Job at Mumbai Full Time

At NTT we believe that by using innovative technology we can solve global challenges and create a world that is sustainable and secure. We are looking for curious people, from diverse backgrounds, that are keen to work in a fast-paced and agile environment.

At NTT we trust our employees to do the right thing, even when no one is watching, which is why we offer flexibility in the workplace. The majority of our roles are hybrid, meaning we encourage a balance of working from home and our local office. Ask our recruitment team if this is a hybrid role.

Want to be a part of our team?

Provides day-to-day technical support to employees for network infrastructure and internal systems software and hardware. Installs, configures and troubleshoots desktop systems, workstations, servers and network issues in a diverse environment. Maintains passwords, data integrity and file system security for the desktop environment. Communicates highly technical information to both technical and nontechnical personnel. Recommends hardware and software solutions, including new acquisitions and upgrades. May participate in development of information technology and infrastructure projects. May conduct training programs designed to educate an organization’s computer users about basic and specialized applications.

Working at NTT

The primary responsibility of IT Technical Support Engineers is to provide a service to internal clients to ensure that the IT infrastructure and systems remains operational. This is done through proactively identifying, investigating and resolving more complex technical incidents and problems and to restore service to clients by managing these incidents are managed to resolution.

Key Roles and Responsibilities:
Focus on ensuring all lines of support for more complex incidents, requests, event and/or problems through the effective coaching and training of IT Technical Support Engineers.
Undertake regular reviews to ensure that the assigned infrastructure is configured, installed, tested and operational. Ensure that the software is installed and configured in line with business requirements.
Proactively identify problems, events, incidents and errors prior to or when they occur.
Foster good relationships with all stakeholders including vendors, carriers and colleagues.
Resolve calls and identify the root cause of incidents, events and problems to ensure proactive future management.
Ensure the efficient and comprehensive resolution of incidents, problems, events and requests.
Report and escalate complex issues to 3rd party vendors.
Provide continuous feedback to clients, affected parties and update all systems and/or portals as prescribed by NTT Limited procedures.
Proactively support the service desk by receiving calls and incidents, problems, requests and events when required.
Ensure the resolution and recovery of an incident in line with the relevant processes and service level agreements.
Update incidents, requests, problems and/or events with progress and resolution details.

Knowledge, Skills and Attributes:
Ability to communicate well and to capture all pertinent details when required will contribute to their success
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
Excellent client service orientation and 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 pressurised 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 adapt to changing circumstances
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 equivalent
Relevant IT certifications

Required Experience:
Demonstrated experience required in diagnosis and troubleshooting, IT Technical Support role within a large ICT organisation
Demonstrated experience in working closely with a variety of internal and external stakeholders at different levels in the business

What will make you a good fit for the role?

Join our growing global team and accelerate your career with us. Apply today.