NTT America Solutions, Inc. Hiring for IT Technical Support Engineer at Mumbai, India 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

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

What you’ll be doing

Key Roles and Responsibilities:

• Focus 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.

• 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 pressurized 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 clients 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, e.g. ITIL, Microsoft 365, etc

Required Experience:

• Seasoned experience required in diagnosis and troubleshooting, IT Technical Support role within a large ICT organisation

• Seasoned experience interacting and working closely with a variety of internal and external stakeholders at different levels in the business

• Technical experience with a variety of technologies, e.g., Secure Print, MS Azure, Meeting Room Technologies, Microsoft 365, etc

Workplace type :

On-site Working

About NTT DATA

NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.

Equal Opportunity Employer

NTT DATA 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, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.