Junior Systems Monitoring Engineer

Job Description

Make an impact with NTT DATA

Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion its a place where you can grow, belong and thrive.

Your day at NTT DATA

The Platform Support Engineer (L1) is an entry level subject matter expert, responsible for exercising excellent customer service skills along with the ability to apply technical knowledge to support processes such as Request, Incident, Problem, Change, Configuration, Asset, Service Catalogue, Knowledge, and Service Portal, as well as custom scoped applications that deliver enterprise-wide business processes to NTT customers.

Key responsibilities:

- Provides critical first line of support for internal business users.
- Supports user inbound incidents and requests through phone, email, and chat via an externally facing secure website to diagnose problems.
- Acquires and maintains current knowledge of relevant environments software and support policies in order to provide accurate solutions to customers.
- Assists in developing and maintaining of a problem resolution knowledgebase.
- Documents all calls in the ITSM ticketing program.
- Answers trouble tickets via web or chat.
- Complete individually assigned tasks while also working as part of a larger team.
- Works as part of a shift rota as and when required.
- Performs any other related task as required.

To thrive in this role, you need to have:

- Demonstrates excellent customer service skills via phone, email and IM chat.
- Demonstrates excellent 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.
- Ability to apply technical knowledge to work on tasks assigned.
- Possesses excellent computer, oral and written communication skills.

Academic qualifications and certifications:

- Bachelors degree or equivalent in Information Technology or Computer Science or related field.
- Relevant ITIL certification.

Required experience:

- Relevant entry level experience providing customer facing technical support (Web based products or e-commerce preferred).
- Relevant entry level experience working as Tier 1 Help Desk/Service Desk Support Associate preferably utilizing the ServiceNow platform and ITIL framework.
- Relevant entry level experience with varied technologies including active directory, desktop hardware/ software, LAN/WAN, and telephony services is preferred.

Workplace type:

Hybrid Working

About NTT DATA

NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.

Equal Opportunity Employer

NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.

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