Senior Technical Support Specialist

2 weeks ago

Noida, Uttar Pradesh, India NTT DATA Full time

Job Description

Req ID: 300693

NTT DATA is a trusted global innovator of business and technology services striving to hire exceptional, innovative, and passionate individuals who want to grow with the company. If you want to be part of an inclusive, adaptable, and forward-thinking organization, you may find this opportunity suitable.

Currently, we are seeking a Senior Technical Support Specialist to join our team in Noida, Uttar Pradesh (IN-UP), India (IN). This role involves providing L2 technical guidance.

Key requirements include:

  • Minimum 2-3 years of relevant experience in a technical support role & 12 months on the current grade
  • Working knowledge of Operating Systems such as Windows 7 & 10
  • Knowledge of identifying and troubleshooting issues related to System Configuration, Software & COTS applications
  • Working knowledge of MS Office suite & Skype for business
  • Fair understanding of ITIL practices in Incident Management, Request Management & Problem Management

Detailed roles and responsibilities include:

  • The Senior Technical Support Specialist is responsible for performing diagnostics, resolving problems, and implementing corrective actions when an end user has been unsuccessful working under the direction of the Level 1 Customer Service Desk. Incidents that are not resolved at the RRT will be routed to the deskside support team for resolution or as per the KBA defined (for outside the scope of Deskside)
  • Resolve Incidents and Problems associated with End User Devices and End User Software, and provide break/fix support, advice, and assistance to Authorized Users. Associates would ultimately be responsible for resolving all Incidents and Problems associated with failure or degradation of Services related to End User Devices and End User Software
  • Contact the end user via phone to schedule the remote session call and coordinate with onsite assistance if required
  • Route / reassign calls to other levels of support, as required if miss-assignment occurs
  • Work with Level 2 and 3 Support staff and onsite vendors (as appropriate) to resolve Problems and Service Requests
  • Update the ITSM Tool fields upon successful resolution of the Incident
  • Utilize Provider's remote tool to enable remote takeover sessions
  • Attempt to resolve certain Incident Types by remotely taking control of the End User Device, provided the End User's system is accessible
  • Utilize remote controls to manage and update desktop system Software, and to maintain configuration of systems and applications
  • Request end-user approval for remote takeover of system in support of incident resolution or request fulfillment
  • Escalate repeat issues to the appropriate service organization to allow root cause analysis to be performed and resolution to be driven

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. 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 one of the leading providers of digital and AI infrastructure in the world. NTT DATA is a part of NTT Group, which invests over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. Visit us at us.nttdata.com

NTT DATA is an equal opportunity employer and considers all applicants without regarding to race, color, religion, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other characteristic protected by law. We are committed to creating a diverse and inclusive environment for all employees. If you need assistance or an accommodation due to a disability, please inform your recruiter so that we may connect you with the appropriate team.

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