IT Technical Support Engineer

About the Role

NTT DATA is seeking an IT Technical Support Engineer to provide essential services to internal clients, ensuring the continuous operation of IT infrastructure and systems. This full-time role involves proactively identifying, investigating, and resolving complex technical incidents and problems to restore service efficiently.

Role Overview

The IT Technical Support Engineer acts as a seasoned subject matter expert, focusing on the effective management and resolution of IT incidents. The role involves maintaining operational infrastructure, ensuring software configuration aligns with business needs, and fostering strong relationships with all stakeholders, including vendors and colleagues. Candidates should have 5-10 years of experience in a relevant field.

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 confirm that assigned infrastructure is configured, installed, tested, and operational.
• Install and configure software in line with business requirements.
• Proactively identify problems, events, incidents, and errors before or as they occur.
• 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 prescribed by 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 any other related tasks as required.

Required Skills and Qualifications

• Ability to communicate effectively and capture all 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.
• A strong drive for achieving or exceeding expectations.
• Excellent written and verbal communication skills.
• Ability to plan activities and projects in advance, considering potential changing circumstances.
• Ability to perform effectively in a pressurized environment.
• Proficiency in active listening techniques, including paraphrasing to confirm understanding, probing for further information, and refraining from interrupting.
• Ability to prioritize client needs in all interactions, understanding requirements and creating a positive client experience.
• Commitment to staying updated with the latest relevant IT technology, trends, and best practices.