Job Description
IT Jobs. NTT Data Jobs
Key Responsibilities
- Identify, and maintain the support process and ensure all requests for support are handled in accordance with established procedures.
- Utilize approved software and tools to investigate and diagnose issues, collect performance statistics, and generate reports while collaborating with users, team members, and vendors as needed.
- Execute scheduled maintenance tasks as per defined standards.
- Ensure effective use of knowledge articles for incident diagnosis and resolution and assist in updating them when required.
- Perform tasks to monitor service delivery against Service Level Agreements (SLAs) and maintain accurate records of relevant information.
- Prioritize and diagnose incidents according to established procedures.
- Investigate root causes of incidents and implement resolutions.
- Escalate unresolved incidents promptly and follow up until resolution is achieved.
- Provide service recovery and ensure proper documentation and closure of resolved incidents in line with agreed procedures.
- Apply tools, techniques, and processes to track, log, and correct CI-related information, ensuring protection of assets from unauthorized changes or misuse.
- Conduct remote investigations to identify root causes of incidents and assist in implementing agreed remedies and preventive measures.
- Ensure efficient and comprehensive resolution of incidents, including coordinating product requests and collaborating with team members.
- Provide continuous feedback to clients and stakeholders, and update all systems, portals, and ticketing tools as per standard operating procedures.
- Collaborate with all stakeholders—including client IT teams, vendors, carriers, and colleagues—to expedite diagnosis and resolution of errors and problems.
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Knowledge and Attributes:
- Developing knowledge of technical documentation.
- Knowledge of vendor technologies, such as Cisco, Juniper, Aruba, Mikrotik, Microsoft, Meraki, Sophos, Fortinet etc.
- Customer service orientated and pro-active thinking.
- Problem solver who is highly driven and self-organized.
- Good attention to detail.
- Good analytical and logical thinking.
- Excellent spoken and written communication skills.
- Team player with the ability to work well with others and in group with colleagues and stakeholders.
- Soft skills – customer service, communication skill.
Academic Qualifications and Certifications:
- Bachelor’s degree or equivalent in Information Technology or Computing or related field.
- Professional level certification in different Networking technologies such as Cisco, Microsoft, Fortigate, Sophos.
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How to Apply
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