IT Technical Support Engineer

About NTT DATA

NTT DATA is recognized for technical excellence and leading innovations, making a difference for clients and society. The company fosters a diverse and inclusive workplace where individuals can grow, belong, and thrive.

Role Overview

NTT DATA is seeking an IT Technical Support Engineer to join the team in Riyadh, Saudi Arabia. This full-time role is for a seasoned subject matter expert responsible for ensuring the operational integrity of IT infrastructure and systems for internal clients. The engineer will proactively identify, investigate, and resolve complex technical incidents and problems, ensuring service restoration and effective incident management. The position requires 5-10 years of experience.

Key Responsibilities

• Ensure all lines of support for complex incidents, requests, events, and problems through 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 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 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 Skills and Qualifications

• Ability to communicate effectively and capture pertinent details.
• Capability 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.
• Ability to prioritize client needs, understand requirements, and create a positive client experience.
• Current knowledge of the latest relevant IT technology, trends, and best practices.

Experience

Candidates should possess 5-10 years of relevant experience in IT technical support.

Location and Work Type

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