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Technical Support Resident Engineer

3 weeks ago

الرياض, Saudi Arabia NTT DATA Full time

**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**

**What you'll be doing**

**Key Responsibilities**:

- Ability to work with ITSM systems, such as ManageEngine.
- Diagnose and resolve hardware and software issues on desktops, laptops, and mobile devices.
- 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 help end users understand and utilize IT resources effectively.
- Collaborate with other IT team members to escalate and resolve complex issues.
- Stay updated with the latest technology trends and best practices in end user support.
- 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**:

- Proven experience in a technical support or helpdesk role.
- Strong knowledge of Windows operating systems.
- Familiarity with network protocols and troubleshooting tools.
- Ability to work independently and as part of a team.
- Strong organizational skills and attention to detail.
- 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.

**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 a plus.

**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) Meeting Room Technologies and Microsoft 365.

**Workplace type**:
On-site Working

**About NTT DATA**

**Equal Opportunity Employer