IT Technical Support Engineer

About NTT DATA

NTT DATA is recognized for its technical excellence and leading innovations in the IT sector. The company is seeking an IT Technical Support Engineer to join its team in Riyadh. This is a full-time position for professionals with 5-10 years of experience.

Role Overview

The IT Technical Support Engineer is a seasoned subject matter expert responsible for providing technical support to internal clients. This role ensures the operational integrity of IT infrastructure and systems by proactively identifying, investigating, and resolving complex technical incidents and problems. The primary objective is to restore service to clients efficiently and manage incidents through to resolution.

Key Responsibilities

• Provide advanced support for complex incidents, requests, events, and problems, including coaching and training IT Technical Support Engineers.
• Conduct regular reviews to ensure assigned infrastructure is configured, installed, tested, and operational.
• Ensure software installation and configuration align with business requirements.
• Proactively identify problems, events, incidents, and errors.
• Maintain strong relationships with all stakeholders, including vendors, carriers, and colleagues.
• Resolve calls and identify the root cause of incidents, events, and problems for proactive future management.
• Ensure efficient and comprehensive resolution of incidents, problems, events, and requests.
• Report and escalate complex issues to third-party vendors.
• Provide continuous feedback to clients and affected parties, updating all systems and portals as per standard procedures.
• Support the service desk by handling calls, incidents, problems, requests, and events when necessary.
• Ensure incident resolution and recovery align with relevant processes and service level agreements.
• Update incidents, requests, problems, and events with progress and resolution details.
• Perform other related tasks as required.

Required Qualifications and Experience

• 5-10 years of experience in IT technical support.
• Demonstrated ability to communicate effectively and capture pertinent details.
• Proficiency in explaining procedures and technical details clearly to both technical and non-technical audiences.
• Excellent interpersonal skills for fostering and maintaining solid stakeholder relationships.
• Strong commitment to achieving or exceeding expectations.
• Excellent written and verbal communication skills.
• Ability to plan activities and projects in advance, accounting for potential changes.
• Capability to perform effectively in a pressurized environment.
• Adeptness in applying active listening techniques, including paraphrasing, probing for information, and refraining from interruptions.
• Client-focused approach, understanding requirements, and creating positive client experiences.
• Up-to-date knowledge of the latest relevant IT technology, trends, and best practices.

Work Location

This full-time position is based in Riyadh, Saudi Arabia.