IT Service Delivery Expert
hace 1 semana
About Us
NTT is a leading global IT solutions and services organization that brings together people, data, and things to create a better and more sustainable future.
In today's interconnected world, connections matter more than ever. By bringing together talented people, world-class technology partners, and emerging innovators, we help our clients solve some of the world's most significant technological, business, and societal challenges.
We are committed to attracting and growing the best talent and providing an environment where everyone feels they can belong and their contribution matters.
Your Role
The primary objective of this role is to provide exceptional technical support to field engineers, technicians, and product support personnel who diagnose, troubleshoot, repair, and debug complex electro/mechanical equipment, computer systems, complex software, or networked and/or wireless systems.
You will be responsible for responding to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software.
You will also report design, reliability, and maintenance problems or bugs to design engineering/software engineering.
This role involves managing tickets of low to high complexity and maintaining a high level of service to clients by proactively identifying and resolving technical incidents and problems.
Key Responsibilities
- Ensure that assigned infrastructure at the client site is configured, installed, tested, and operational.
- Identify problems and errors prior to or when they occur and log all such incidents in a timely manner with the required level of detail.
- Assist in analyzing, assigning, and escalating support calls.
- Investigate third line support calls assigned and identify the root cause of incidents and problems.
- Report and escalate issues to 3rd party vendors if necessary.
- Provide onsite technical support to clients and provide field engineering services to clients.
- Conduct a monthly random review of incidents and service requests, analyze and recommend improvement in quality.
What We Offer
A competitive estimated salary of $70,000 - $90,000 per annum, commensurate with experience.
We offer a comprehensive benefits package, including health insurance, retirement savings plan, and paid time off.
Our progressive 'Connected Working' environment promotes flexibility, connection, and wellbeing, allowing you to achieve your best while working remotely.
We value diversity and different perspectives, ensuring equal opportunities for all.
About You
We are looking for someone with a strong background in IT/Computing and demonstrated work experience in Engineering function within a medium to large ICT organization.
Demonstrated experience of Managed Services and working knowledge of ITIL processes are essential.
You should be able to communicate effectively across different cultures and social groups and have a proven track record of delivering results in a pressurized environment.
Join Our Team
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