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　　Job Profile Summary

　　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 non-technical personnel. Recommends hardware and software solutions, including new acquisitions and upgrades.

　　May participate in the 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

　　Service Delivery Management Centre (SDMC) Engineers 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.

　　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 hurdles, 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

　　Excellent problem-solving skills

　　Ability to provide step-by-step technical help, both written and verbal

　　Ability to maintain a positive outlook at work

　　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 diagnose and troubleshoot basic technical issues

　　Ability to place clients 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)

　　A 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 are highly preferred: Cisco

　　Preferred additional certifications in Microsoft, Linux, Cisco.

　　Required Experience:

　　Previous work experience as a Technical Support Engineer (or similar role) will be advantageous

　　Some hands-on experience with Windows/Linux/Mac OS environments

　　Good understanding of computer systems, mobile devices, and other tech products

　　Familiarity with remote desktop applications and service desk software

　　Skills Summary

　　IT Service Management (ITIL), Microsoft Office, Networking Concepts, Oral Communications, Trouble Ticketing, Written Communication

　　What will make you a good fit for the role?

　　Remote Type :

　　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

　　Is innovation part of your DNA? Do you want to enable a connected future for people, organizations, and society?

　　Join our growing global NTT family and you’ll be part of the world’s largest ICT company (by revenue). We’ve combined the capabilities of 28 remarkable companies to become one, leading technology services provider. Together, we help our people, clients, and communities do great things with technology to create a more secure and connected future.

　　We employ 40,000 people across 57 countries. By bringing together the world’s best technology companies and emerging innovators, we work together to deliver sustainable outcomes to businesses and the world. Innovation is part of our DNA. We believe it’s key to what makes us different. So, we strive to move forward, challenge the status quo, and drive excellence through the technologies we integrate and the services we deliver around the world. The result is connected cities, connected factories, connected healthcare, connected agriculture, connected conservation, connected mobility, and connected sport. Together we enable the connected future.

　　You’ll be joining a global employer that is committed to attracting, growing and keeping the best talent. A place where you will be at the heart of our success!