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Your day at NTT DATA
The Technical Support Representative is responsible for providing a managed service to clients to ensure that their IT infrastructure and systems remain operational through proactively identifying, investigating, and resolving technical incidents and problems and restoring service to clients by managing incidents to resolution. Their primary objective is to ensure zero missed service level agreement conditions. The Technical Support Representative focuses on first-line support for standard and low complexity incidents and service requests. This role focusses across two or more technology domains - Cloud, Security, Networking, Applications and / or Collaboration etc.
This role may also contribute to / support on project work as and when required.
What You'll Be Doing
The Technical Support Representative is responsible for technical support and troubleshooting for our clients in order to ensure that their systems are running smoothly. You'll also be responsible for keeping up-to-date with new technology and developments within the industry.
Key Roles And Responsibilities
Execute approved maintenance activities
The Technical Support Representative will execute approved maintenance activities. These activities could include system patching, system upgrades including software deployment or configuration changes. Taking direction from their team leader or senior team members, they will execute the maintenance activities assigned to them.
Ensure resolution of incidents and requests
Investigate incidents assigned to them and apply appropriate procedures to resolve them. Apply standard operating procedures for service requests. Ensure efficient and comprehensive resolution of incidents and service requests. This could involve resolution following agreed procedures calling on their own technical skills and competency or ensuring that resolution is completed by coordinating with other team members. They will also report and escalate issues to 3rd party vendors if necessary. They take full ownership for managing the incident to resolution within the service level conditions. Where necessary, they escalate incidents and requests to a resolver group or other functional teams. Provide continuous feedback to clients and affected parties and update all systems and/or portals as prescribed by Dimension Data procedures.
Shift handover
The Technical Support Representative will be required to work shifts and will be required to follow the required handover procedures for shift changes to ensure service continuity. They complete and maintain any shift handover schedules.
Knowledge Management
They will utilize knowledge management systems as part of all work activities to ensure adherence to agreed procedures. They will proactively identify opportunities for additions, modifications or improvements to knowledge management systems in order to reduce incident resolution time and increase the number of activities that can be completed.
Quality Management
They will proactively identify opportunities for work optimization including opportunities for automation of work, request fulfilment and incident resolution tasks performed by L2+ that could be completed by L1, opportunities for repeat incident avoidance and other general process improvement opportunities.
Academic Qualifications
- Diploma, degree, or relevant qualification in IT/Computing (or demonstrated equivalent work experience)
- ITIL
- CCNA
- 1 to 2 years of experience with troubleshooting and providing support required in network/ data centre/ systems/ storage administration and monitoring Services within a medium to large ICT organization.
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.
