Technical Support Engineer

3 weeks ago

Mumbai, Maharashtra, India NTT DATA Full time

Job Description

Make an impact with NTT DATA
We are seeking a skilled Technical Support Engineer to join our team. As a Technical Support Engineer, you will be responsible for providing a managed service to clients to ensure that their IT infrastructure and systems remain operational through proactive identification, investigation, and resolution of technical incidents and problems.

Your day at NTT DATA

The role of a Technical Support Engineer is to ensure zero missed service level agreement (SLA) conditions and to focus on first-line support for standard and low-complexity incidents and service requests. This role may also contribute to project work as and when required.

Key Responsibilities:

  1. Monitor client infrastructure and solutions.
  2. Identify problems and errors prior to or when they occur.
  3. Routinely identify common incidents and opportunities for avoidance, as well as general opportunities for incident reduction.
  4. Investigate first-line incidents assigned and identify the root cause of incidents and problems.
  5. Fulfill approved requests following agreed procedures.
  6. Provide telephonic or chat support to clients when required.
  7. Execute approved maintenance activities, including patching and configuration changes.
  8. Follow the required handover procedures for shift changes to ensure service continuity.
  9. Report and escalate incidents where necessary.
  10. Ensure the efficient and comprehensive resolution of incidents and requests.
  11. Proactively identify opportunities for work optimization.
  12. Update existing knowledge articles or create new ones.
  13. Identify opportunities for work optimization, including opportunities for automation of work, request fulfillment, incident resolution, and other general process improvement opportunities.
  14. May also contribute to project work as and when required.
  15. May work on implementing and delivering Disaster Recovery functions and tests.
  16. Perform any other related task as required.

Knowledge and Attributes:

  1. Ability to communicate and work across different cultures and social groups.
  2. Ability to plan activities and projects well in advance, taking into account possible changing circumstances.
  3. Ability to maintain a positive outlook at work.
  4. Ability to work well in a pressurized environment.
  5. Ability to work hard and put in longer hours when necessary.
  6. Ability to apply active listening techniques, such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interrupting.
  7. Ability to adapt to changing circumstances.
  8. Ability to place clients at the forefront of all interactions, understanding their requirements, and creating a positive client experience throughout the total client journey.
  9. Additional skills proficiency, such as Pulse Secure SSL VPN, Virtual Juniper, Palo Alto, Fortinet Firewalls, Cisco Nexus switches, ASR and ISR routers, Cisco ACS, ISE, Meraki switches and access points, Enterprise network architecture, Common routing protocols, Network address translation, Configuring, monitoring and troubleshooting uplinks to ISPs for DIA, MPLS and P2P circuits, and Familiarity with common network management and monitoring tools.

Academic Qualifications and Certifications:

  1. Bachelor's degree or equivalent qualification in Information Technology/Computing (or demonstrated equivalent work experience).
  2. CCNA or equivalent certification.
  3. Certifications relevant to the services provided carry additional weightage on a candidate's qualification for the role.

Required Experience:

  1. Entry-level experience or completion of the relevant intern program.
  2. Entry-level experience with troubleshooting and providing support required in network, data center, systems, and storage administration and monitoring services within a medium to large ICT organization.
  3. Basic knowledge of management agents, redundancy concepts, and products within the supported technical domain.

Workplace type:

On-site Working

About NTT DATA
NTT DATA is a 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, color, 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.

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