Remote Engineer

4 weeks ago

Bangalore, India NTT Full time

NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future.

In todayâs âiNTTerconnectedâ world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve some of the worldâs most significant technological, business and societal challenges.

With people at the heart of our success, NTT is committed to attracting and growing the best talent and providing an environment where everyone feels they can belong and their contribution matters.


Your career here is about believing in yourself, and taking on great opportunities and new challenges.Itâs about growing your skills and expertise in your current role and preparing yourself for the future.  Thatâs why we encourage you to take every opportunity to grow your career within our great global team.

Are you ready to take the next step in your career?

Job Profile Summary
Provides day-to-day technical support to employees for network infrastructure and internal systems software and hardware.

Installs, configures, and troubleshoots desktop systems, workstations, servers, and network issues in a diverse environment. Maintains passwords, data integrity, and file system security for the desktop environment. Communicates highly technical information to both technical and non-technical personnel. Recommends hardware and software solutions, including new acquisitions and upgrades.

May participate in the development of information technology and infrastructure projects. May conduct training programs designed to educate an organizationâs computer users about basic and specialized applications

What you'll be doing

Service Delivery Management Centre (SDMC) Engineers are responsible for providing a professional remote technical support service to clients by proactively identifying and resolving technical incidents and problems. They make use of technical knowledge to handle technical enquiries and/or troubleshoot problems reported by clients in a timely manner. Through pre-emptive service incident and resolution activities, they restore service to clients by managing incidents and seeing them through to an effective resolution.

Key Roles and Responsibilities:

  • Provide day to day technical support to end-users to clients
  • Investigate first-line support communication and ensure resolution of incidents
  • Check knowledge articles to investigate and resolve incidents
  • Identify the root cause of incidents and problems. Assist in the preparation of RCA
  • Follow GDC standard operating procedures
  • Participate in daily performance hurdles, identify causes of performance shortcomings and provide suggestions for improvement
  • Review the recurring or high impact incidents and manage them through problem management process
  • Document work instructions used in resolving incidents
  • Good troubleshooting knowledge of MS Windows, PC Hardware, Internet Explorer.
  • Good knowledge of Outlook (PST, OST,) and Lync configuration.
  • Knowledge of WiFi / VPN configuration
  • Knowledge of Printer Related problems
  • Configuring the active sync accounts on devices
  • Create / Delete / Modify the AD user management account.


Knowledge, Skills, and Attributes:

  • Ability to communicate and work across different cultures and social groups
  • Excellent problem-solving skills
  • Ability to provide step-by-step technical help, both written and verbal
  • Ability to maintain a positive outlook at work
  • 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 adapt to changing circumstances
  • Ability to diagnose and troubleshoot basic technical issues
  • Ability to place clients at the forefront of all interactions, understanding their requirements, and creating a positive client experience throughout the total client journey
  • Ability to empathize and work with customers in real-time to resolve issues
  • Basic Understanding of Microsoft Cloud-related solutions. (Azure, Microsoft 365, and EMS Intune/AIP)
  • A strong grounding in all areas of Infrastructure Technology
  • Strong understanding of Windows10, Microsoft office, and general system administration.


Academic Qualifications and Certifications:

  • Degree or relevant qualification in IT/Computing or equivalent
  • Microsoft Certification (Azure, MCSA, MCSE)
  • Certifications of the following vendor technologies are highly preferred: Cisco
  • Preferred additional certifications in Microsoft, Linux, Cisco.


Required Experience:

  • Previous work experience as a Technical Support Engineer (or similar role) will be advantageous
  • Some hands-on experience with Windows/Linux/Mac OS environments
  • Good understanding of computer systems, mobile devices, and other tech products
  • Familiarity with remote desktop applications and service desk software

Skills Summary

IT Service Management (ITIL), Microsoft Office, Networking Concepts, Oral Communications, Trouble Ticketing, Written Communication

What will make you a good fit for the role?

Workplace type:

Hybrid Working

Join our growing global team and accelerate your career with us. Apply today.


A career at NTT means:

  • Being part of a global pioneer â where you gain exposure to our Fortune 500 clients and world-leading global technology partners and work with a network of over 40,000 smart and diverse colleagues across 57 countries, delivering services in over 200 countries.

  • Being at the forefront of cutting-edge technology â backed with a 150-year heritage of using technology for good. With 40% of the worldâs internet traffic running on our network and where Emoji were first invented, you can be proud of the groupâs many new âfirstsâ.

  • Making a difference â by doing meaningful work that helps to shape the future for our clients, and across industries and communities around the world.

  • Being your best self â in a progressive âConnected Workingâ environment that promotes flexibility, connection and wellbeing. Where diversity and different perspectives are embraced to ensure equal opportunities for all.

  • Having ongoing opportunities to own and develop your career â with a personal and professional development plan and access to the broadest learning offerings in the industry.

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