IT Technical Support Engineer

Job Description Summary

Key Responsibilities

• Focus on ensuring all lines of support for more complex incidents, requests, events, and/or problems through effective coaching and training of IT Technical Support Engineers.
• Undertake regular reviews to ensure assigned infrastructure is configured, installed, tested, and operational, and software is installed and configured in line with business requirements.
• Proactively identify problems, events, incidents, and errors prior to or when they occur.
• Foster good relationships with all stakeholders including vendors, carriers, and colleagues.
• Resolve calls and identify the root cause of incidents, events, and problems to ensure proactive future management.
• Ensure efficient and comprehensive resolution of incidents, problems, events, and requests.
• Report and escalate complex issues to 3rd party vendors.
• Provide continuous feedback to clients and affected parties and update all systems and/or portals as prescribed by standard procedures.
• Proactively support the service desk by receiving calls and incidents, problems, requests, and events when required.
• Ensure resolution and recovery of an incident in line with relevant processes and service level agreements.
• Update incidents, requests, problems, and/or events with progress and resolution details.
• Perform any other related task as required.

To Thrive in This Role

• Ability to communicate well and capture all pertinent details when required.
• Ability to explain procedures and technical details to both technical and non-technical audiences in a concise and clear manner.
• Excellent interpersonal skills with the ability to foster and maintain solid stakeholder relationships.
• Passion for achieving or exceeding expectations.
• Excellent written and verbal communication skills.
• Ability to plan activities and projects well in advance and take into account possible changing circumstances.
• 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 place client at the forefront of all interactions, understanding their requirements and creating a positive client experience throughout the total client journey.
• Stays up to date with latest relevant IT technology, trends, and best practices.

Academic Qualifications and Certifications

• Bachelor's degree or relevant qualification in IT/Computing, or related field.
• Relevant IT certifications such as ITIL and Microsoft 365.

Required Experience

• Seasoned experience required in diagnosis and troubleshooting in an IT Technical Support role within a large ICT organization.
• Seasoned experience interacting and working closely with a variety of internal and external stakeholders at different levels in the business.
• Seasoned technical experience with a variety of technologies, for example (but not limited to) Secure Print, MS Azure, Meeting Room Technologies, and Microsoft 365.

Workplace Type

• On-site Working.

About NTT DATA