Platform Support Engineer (ITSM) - L3 at NTT Ltd.

Role and responsibilities:

• Provide critical third line support for our internal business users

• Support user inbound incidents and requests through phone, email, and chat via an externally facing secure website to diagnose problems

• Acquire and maintain current knowledge of relevant environments software and support policies in order to provide accurate solutions to customers

• Assist in developing and maintaining a problem resolution knowledgebase

• Document all calls in the ITSM ticketing program

• Answering of trouble tickets via web or chat

• Complete individually assigned tasks while also working as part of a larger team

• Although the preponderance of support is conducted during normal working hours 6:00 AM – 6:00 PM Mountain Time, there may be periodic ‘duty’ shifts outside normal work hours to include weekends and holidays

• Provide support to users/administrators of our platform. Supporting and contributing to the growth of best practices for the delivery of support services

• Understanding our platform, Cloud technologies, and troubleshooting practices to ensure successful resolution of challenging technical situations

• Act as a customer advocate, prioritizing and managing assigned incidents and escalations in the queue with little or no supervision

• Engage with cross-functional teams like operations and engineering to build, drive and improve tools and processes for quicker issue resolution

• Coordinates, diagnoses, and troubleshoots incoming employee calls.

• Provides support services to employees with technical problems and information technology issues involving desktop, laptop or network services from local personnel or from employees using network remote access.

• Provides timely resolution of problems or escalation on behalf of the customer to appropriate technical personnel.

• Provides case status updates to management and end-users.

• Supports and maintains effective relationships with users.

• Develops, documents, and implements standard operating procedures and customer service guidelines relating to IT support.

General knowledge, skills, and attributes:

• Knowledgeable about IT Service Management
• Demonstrate excellent customer service skills via phone, email, and IM chat
• Solid communication, problem-solving skills, and communications etiquette
• Ability to use Service Desk standards and follow guidelines, as well as help other interpret policy
• Ability to work in a fast-paced environment whilst multi-tasking with a sense of urgency to resolve tickets in a timely manner
• Requires excellent customer service skills along with the ability to apply technical knowledge to independently work on routine and complex tasks

What will make you a good fit for the role?

Relevant experience:

• Demonstrated years of experience providing customer-facing technical support (Web-based products or e-commerce preferred)
• Demonstrated experience with varied technology including active directory, desktop hardware/ software, LAN/WAN, and telephony services is preferred