Passive Technical Support Resident Engineer
1 week ago
**Make an impact with NTT DATA**
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**
This role proactively identifies, investigates, and resolves complex technical incidents and problems and restoring service to clients by ensuring these incidents are managed to resolution.
**What you'll be doing**
**Key Responsibilities**:
- 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**:
- 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 place client at the forefront of all interactions, understanding their requirements and creating a positive client experience throughout the total client journey.
- Stays up to date with latest relevant IT technology, trends and best practices.
**Academic Qualifications and Certifications**:
- Bachelor’s degree or relevant qualification in IT/Computing, or related field.
- Relevant IT certifications, such as ITIL and Microsoft 365.
**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) Secure Print, MS Azure, Meeting Room Technologies and Microsoft 365.
**Workplace type**:
On-site Working
**About NTT DATA**
**Equal Opportunity Employer
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