IT Job At NTT Ltd

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The Technical Support Engineer (L2) is a growing engineering role within the region.
This position involves providing professional remote technical support to clients by identifying and solving technical issues and problems.

By proactively managing service incidents and their resolutions, this role ensures that service is restored to clients efficiently.
The focus is on driving incidents to effective solutions and making sure all support requests, process events, and incident resolutions meet service level agreement (SLA) standards without any missed targets.

Key Responsibilities:

- Identify and maintain the support process, ensuring all support requests are handled according to established procedures.

- Use approved software and tools to investigate and diagnose issues, collect performance data, and generate reports while working with users, team members, and vendors as needed.

- Carry out scheduled maintenance tasks following defined standards.

- Make effective use of knowledge articles for incident diagnosis and resolution, and assist in updating them when necessary.

- Monitor service delivery against Service Level Agreements (SLAs) and keep accurate records of relevant information.

- Prioritize and diagnose incidents based on established procedures.

- Investigate the root causes of incidents and implement resolutions.

- Escalate unresolved incidents promptly and follow up until they are resolved.

- Provide service recovery and ensure proper documentation and closure of resolved incidents according to agreed procedures.

- Apply tools, techniques, and processes to track, log, and correct information related to configuration items (CIs), ensuring that assets are protected from unauthorized changes or misuse.

- Conduct remote investigations to find the root causes of incidents and help in implementing agreed-upon solutions and preventive measures.

- Ensure the efficient and complete resolution of incidents, including coordinating product requests and working with team members.

- Provide regular feedback to clients and stakeholders and update all systems, portals, and ticketing tools as per standard operating procedures.

- Work with all stakeholders, including client IT teams, vendors, carriers, and colleagues, to speed up the diagnosis and resolution of errors and issues.


Knowledge and Attributes:

- 2 years of relevant experience in a technical support role.

- Developing knowledge of technical documentation.

- Familiarity with vendor technologies such as Cisco, Juniper, Aruba, Mikrotik, Microsoft, Meraki, Sophos, and Fortinet.

- Customer service-oriented with proactive thinking.

- A problem solver who is highly driven and self-organized.

- Attention to detail.

- Strong analytical and logical thinking skills.

- Excellent spoken and written communication skills.

- A team player who can work well with others and in groups with colleagues and stakeholders.

- Soft skills including customer service and communication.


Academic Qualifications and Certifications:

- A bachelor’s degree or equivalent in Information Technology, Computing, or a related field.

- Professional-level certifications in various networking technologies such as Cisco, Microsoft, Fortigate, and Sophos.

Method of Application

Interested and qualified? Go to NTT Ltd on careers.services.global.ntt to apply