IT Technical Support Engineer

About NTT DATA and the Role

NTT DATA is seeking an IT Technical Support Engineer to join their team in Saudi Arabia. This is a full-time position for a seasoned subject matter expert responsible for providing technical support to internal clients, ensuring the operational stability of IT infrastructure and systems. The role involves proactive identification, investigation, and resolution of complex technical incidents and problems.

Key Responsibilities

• Ensure all lines of support for complex incidents, requests, events, and problems through effective coaching and training of IT Technical Support Engineers.
• Conduct regular reviews to ensure assigned infrastructure is configured, installed, tested, and operational, and that software is installed and configured according to business requirements.
• Proactively identify problems, events, incidents, and errors.
• Foster 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.
• Proactively support the service desk by receiving calls and managing incidents, problems, requests, and events when required.
• 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 Experience and Qualifications

Candidates should possess 5-10 years of experience in a relevant IT Technical Support role.

• Bachelor’s degree or relevant qualification in IT/Computing, or a related field.
• Relevant IT certifications, such as ITIL and Microsoft 365.
• Seasoned experience in diagnosis and troubleshooting within a large ICT organization.
• Seasoned experience interacting and working closely with a variety of internal and external stakeholders at different business levels.
• Seasoned technical experience with various technologies, including but not limited to Secure Print, MS Azure, Meeting Room Technologies, and Microsoft 365.

Essential Skills

• Ability to communicate effectively and capture pertinent details.
• Ability to explain procedures and technical details clearly to both technical and non-technical audiences.
• Excellent interpersonal skills to foster and maintain solid stakeholder relationships.
• Commitment to achieving or exceeding expectations.
• Excellent written and verbal communication skills.
• Ability to plan activities and projects in advance, considering changing circumstances.
• Ability to perform effectively in a pressurized environment.
• Proficiency in active listening techniques, including paraphrasing, probing for information, and refraining from interrupting.
• Client-focused approach, understanding requirements, and creating a positive client experience.
• Commitment to staying updated with the latest relevant IT technology, trends, and best practices.

Work Environment

This role operates within a dynamic environment at NTT DATA, a company recognized for technical excellence and leading innovations. The organization fosters a diverse and inclusive workplace.

Application Process

Qualified candidates are encouraged to apply for this full-time IT Technical Support Engineer position in Saudi Arabia. Salary details will be discussed during the interview process.