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IT Technical Support Engineer

NTT DATA, Inc.
Riyadh, KSA
Full-time
Mid-Senior
Onsite
Discovered 5 days ago
IT technical supportIT infrastructureIncident and problem managementDiagnosis and troubleshootingSecure PrintMicrosoft Azure

Full Job Posting

Role overview

Provides expert IT technical support to internal clients to keep infrastructure and systems operational.

Investigates and resolves complex technical incidents and problems, restoring service and managing issues through resolution.

Responsibilities

  • Handle complex support cases and coach and train IT Technical Support Engineers.
  • Review assigned infrastructure and software configuration, installation, testing, and operational readiness.
  • Proactively identify problems, events, incidents, and errors.
  • Resolve calls, find root causes, and ensure comprehensive incident, problem, event, and request resolution.
  • Escalate complex issues to third-party vendors and maintain relationships with stakeholders, vendors, and carriers.
  • Keep clients and affected parties informed and update systems or portals according to standard procedures.
  • Provide service desk coverage when required and record progress and resolution details.
  • Restore incidents in line with relevant processes and service-level agreements.

Requirements and qualifications

  • Bachelor’s degree or relevant qualification in IT, computing, or a related field.
  • Seasoned diagnosis and troubleshooting experience in an IT technical support role within a large ICT organization.
  • Seasoned experience working with varied internal and external stakeholders at different business levels.
  • Seasoned technical experience with technologies such as Secure Print, Microsoft Azure, meeting room technologies, and Microsoft 365.
  • Relevant IT certifications, such as ITIL and Microsoft 365, are listed as examples.
  • Communicate clearly with technical and non-technical audiences; plan effectively, adapt to change, and work under pressure.
  • Use active listening, maintain stakeholder relationships, and keep client needs at the forefront.

Role capabilities

  • Stay current with relevant IT technologies, trends, and best practices.
  • Explain technical procedures clearly and concisely.

Workplace

  • The role is explicitly described as on-site.

About NTT DATA

NTT DATA describes itself as a business and technology services provider operating across more than 70 countries, with services spanning AI, cloud, security, connectivity, data centers, and applications.

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