Want to be a part of our team Job Profile Summary Provides day-to-day technical support to employees for network infrastructure and internal systems software and hardware. Installs, configures, and troubleshoots desktop systems, workstations, servers, and network issues in a diverse environment. Maintains passwords, data integrity, and file system security for the desktop environment. Communicates highly technical information to both technical and non-technical personnel. Recommends hardware and software solutions, including new acquisitions and upgrades. May participate in the development of information technology and infrastructure projects. May conduct training programs designed to educate an organization's computer users about basic and specialized applications Working at NTT Service Delivery Management Centre (SDMC) Engineers are responsible for providing a professional remote technical support service to clients by proactively identifying and resolving technical incidents and problems. They make use of technical knowledge to handle technical enquiries and/or troubleshoot problems reported by clients in a timely manner. Through pre-emptive service incident and resolution activities, they restore service to clients by managing incidents and seeing them through to an effective resolution. Key Roles and Responsibilities: Provide day to day technical support to end-users to clients Investigate first-line support communication and ensure resolution of incidents Check knowledge articles to investigate and resolve incidents Identify the root cause of incidents and problems. Assist in the preparation of RCA Follow GDC standard operating procedures Participate in daily performance hurdles, identify causes of performance shortcomings and provide suggestions for improvement Review the recurring or high impact incidents and manage them through problem management process Document work instructions used in resolving incidents Good troubleshooting knowledge of MS Windows, PC Hardware, Internet Explorer. Good knowledge of Outlook (PST, OST,) and Lync configuration. Knowledge of WiFi / VPN configuration Knowledge of Printer Related problems Configuring the active sync accounts on devices Create / Delete / Modify the AD user management account. Knowledge, Skills, and Attributes: Ability to communicate and work across different cultures and social groups Excellent problem-solving skills Ability to provide step-by-step technical help, both written and verbal Ability to maintain a positive outlook at work Ability to work well in a pressurized environment Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interrupting Ability to adapt to changing circumstances Ability to diagnose and troubleshoot basic technical issues Ability to place clients at the forefront of all interactions, understanding their requirements, and creating a positive client experience throughout the total client journey Ability to empathize and work with customers in real-time to resolve issues Basic Understanding of Microsoft Cloud-related solutions. (Azure, Microsoft 365, and EMS Intune/AIP) A strong grounding in all areas of Infrastructure Technology Strong understanding of Windows10, Microsoft office, and general system administration. Academic Qualifications and Certifications: Degree or relevant qualification in IT/Computing or equivalent Microsoft Certification (Azure, MCSA, MCSE) Certifications of the following vendor technologies are highly preferred: Cisco Preferred additional certifications in Microsoft, Linux, Cisco. Required Experience: Previous work experience as a Technical Support Engineer (or similar role) will be advantageous Some hands-on experience with Windows/Linux/Mac OS environments Good understanding of computer systems, mobile devices, and other tech products Familiarity with remote desktop applications and service desk software Skills Summary IT Service Management (ITIL), Microsoft Office, Networking Concepts, Oral Communications, Trouble Ticketing, Written Communication What will make you a good fit for the role Workplace type: Hybrid Working Equal Opportunity Employer NTT is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, color, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category