Full Job Description
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?
The Service Delivery Management Centre Engineer (L1) is responsible for Jobs that are responsible for providing a professional remote technical support service to clients by proactively identifying and resolving technical incidents and problems. They make use of technical knowledge to handle technical enquiries and/or troubleshoot problems reported by clients in a timely manner. Through pre-emptive service incident and resolution activities, they restore service to clients by managing incidents and seeing them through to an effective resolution.
“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
Key Roles and Responsibilities:
Provide day to day technical support to end-users to clients
Investigate first line support communication and ensure resolution of incidents
Check knowledge articles to investigate and resolve incidents
Identify the root cause of incidents and problems. Assist in the preparation of RCA
Follow GDC standard operating procedures
Participate in daily performance huddles, identify causes of performance shortcomings and provide suggestions for improvement
Review the recurring or high impact incidents and manage them through problem management process
Document work instructions used in resolving incidents
Good troubleshooting knowledge of MS Windows, PC Hardware, Internet Explorer.
Good knowledge of Outlook (PST, OST,) and Lync configuration.
Knowledge of WiFi / VPN configuration
Knowledge of Printer Related problems
Configuring the active sync accounts on devices
Create / Delete / Modify the AD user management account.
Knowledge, Skills and Attributes:
Ability to communicate and work across different cultures and social groups
Ability to maintain a positive outlook at work
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
Ability to empathize and work with customers in real-time to resolve issues
Basic Understanding of Microsoft Cloud related solutions. (Azure, Microsoft 365 and EMS Intune/AIP)
Strong grounding in all areas of Infrastructure Technology
Strong understanding of Windows10, Microsoft office and general system administration.
Academic Qualifications and Certifications:
Degree or relevant qualification in IT/Computing or equivalent
Microsoft Certification (Azure, MCSA, MCSE)
Certifications of the following vendor technologies is highly preferred: Cisco,
Required Experience:
Proven work experience as a Technical Support Engineer, similar role
Hands-on experience with Windows/Linux/Mac OS environments
Good understanding of computer systems, mobile devices, and other tech products
Ability to diagnose and troubleshoot basic technical issues
Familiarity with remote desktop applications and service desk software.
Excellent problem-solving and communication skills
Ability to provide step-by-step technical help, both written and verbal.
Additional certification in Microsoft, Linux, Cisco.
What will make you a good fit for the role?
Standard career level descriptor for job level:
Learns professional concepts
Applies company policy and procedures to resolve routine tasks
Gets detailed work instructions
Deals with issues of limited scope
Solutions to problems are easy to solve
Builds internal relationships
May not require any prior professional work experience
Join our growing global team and accelerate your career with us. Apply today.
Equal opportunity employer
NTT is proud to be an equal opportunity employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, color, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category.