About the job
Join NTT DATA, a company recognized for pushing the boundaries of what is possible in technology and innovation. We are dedicated to making a positive impact on our clients and society while fostering a diverse and inclusive workplace where you can grow.
The Technical Support Resident Engineer will be responsible for providing exceptional technical support to end users, ensuring their IT resources are utilized smoothly and efficiently. This role demands excellent problem-solving abilities, a customer-focused mindset, and the capacity to thrive in a fast-paced environment.
What You'll Be Doing
- 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 enhance users' understanding of IT resources.
- Collaborate with other IT team members to escalate and resolve complex issues.
- Ensure all lines of support for more complex incidents, requests, events, and/or problems through coaching and training of IT Technical Support Engineers.
- Undertake regular reviews to ensure infrastructure is properly configured, installed, tested, and operational.
- Identify and proactively manage problems, incidents, and errors to enhance future performance.
- Foster solid relationships with all stakeholders, including vendors and colleagues.
- Report and escalate complex issues to 3rd party vendors when necessary.
- Ensure resolution of incidents in line with relevant processes and service level agreements.
Knowledge And Attributes
- Proven experience in a technical support or helpdesk role.
- Strong knowledge of Windows operating systems and familiarity with network protocols and troubleshooting tools.
- Excellent interpersonal skills and the ability to build solid stakeholder relationships.
- Strong organizational skills and attention to detail.
- Ability to communicate clearly with both technical and non-technical audiences.
- Passion for exceeding expectations and providing exceptional customer service.
- Ability to remain calm and effective in a pressurized environment.
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 advantageous.
Required Experience
- Extensive experience in diagnosis and troubleshooting within a large ICT organization.
- Experience interacting and working with various internal and external stakeholders.
- Strong technical experience with various technologies, including Meeting Room Technologies and Microsoft 365.
Workplace Type
On-site working environment.
About NTT DATA
NTT DATA is a leading global innovator of business and technology services, with a commitment to helping clients innovate, optimize, and transform for long-term success. We pride ourselves on our diverse team and robust partner ecosystem, investing heavily in R&D to support a sustainable digital future. As a Global Top Employer, we provide opportunities for personal and professional growth across more than 50 countries.
NTT DATA is an Equal Opportunity Employer that embraces diversity and is committed to creating an inclusive environment free from discrimination. Join our growing global team and accelerate your career with us.
