Technical Support Representative at NTT Ltd.

Working at NTT

The Technical Support Representative is responsible for technical support and troubleshooting for our clients in order to ensure that their systems are running smoothly. You'll also be responsible for keeping up-to-date with new technology and developments within the industry. .

Key Roles and Responsibilities:

Execute approved maintenance activities

The Technical Support Representative will execute approved maintenance activities. These activities could include system patching, system upgrades including software deployment or configuration changes. Taking direction from their team leader or senior team members, they will execute the maintenance activities assigned to them.

Ensure resolution of incidents and requests

Investigate incidents assigned to them and apply appropriate procedures to resolve them. Apply standard operating procedures for service requests. Ensure efficient and comprehensive resolution of incidents and service requests. This could involve resolution following agreed procedures calling on their own technical skills and competency or ensuring that resolution is completed by coordinating with other team members. They will also report and escalate issues to 3rd party vendors if necessary. They take full ownership for managing the incident to resolution within the service level conditions. Where necessary, they escalate incidents and requests to a resolver group or other functional teams. Provide continuous feedback to clients and affected parties and update all systems and/or portals as prescribed by Dimension Data procedures.

Shift handover

The Technical Support Representative will be required to work shifts and will be required to follow the required handover procedures for shift changes to ensure service continuity. They complete and maintain any shift handover schedules.

Knowledge Management

They will utilize knowledge management systems as part of all work activities to ensure adherence to agreed procedures. They will proactively identify opportunities for additions, modifications or improvements to knowledge management systems in order to reduce incident resolution time and increase the number of activities that can be completed.

Quality Management

They will proactively identify opportunities for work optimization including opportunities for automation of work, request fulfilment and incident resolution tasks performed by L2+ that could be completed by L1, opportunities for repeat incident avoidance and other general process improvement opportunities.

Academic Qualifications

• Diploma, degree, or relevant qualification in IT/Computing (or demonstrated equivalent work experience)
• ITIL
• CCNA

Required Experience:

• 1 to 2 years of experience with troubleshooting and providing support required in network/ data centre/ systems/ storage administration and monitoring Services within a medium to large ICT organization.