Key Responsibilities:
Performs defined tasks and proactively supports the service desk by receiving calls and managing incidents, problems, requests, and events as needed
Maintains the support process and ensures that requests for support are handled according to procedures.
Uses service assurance software and tools to investigate and diagnose problems, collects performance statistics and creates reports, working with users, other staff and suppliers as appropriate.
Ensures the usage of knowledge articles in incident diagnosis and resolution and assist with updating them as and when required.
Fosters good relationships with all stakeholders including vendors, carriers, and colleagues.
Identify, prioritize, diagnose, and resolve incidents according to agreed procedures
Report and escalate unresolved incidents to next-level engineers and/or third-party vendors and follow up until the incident is resolved.
Investigate, identify, and document the root cause of incidents, events, and problems to ensure proactive future management.
Provide continuous feedback to clients and affected parties by updating all systems, portals, and ticketing tools as prescribed by standard operating procedures.
Maintain accurate, complete, and current configuration of configuration items (CIs) with correct information related to CI controls in a secure manner by tracking changes and ensuring they are up to date.
Knowledge and Attributes:
Developing knowledge of technical documentation.
Developing knowledge on management agent concepts, redundancy concepts and remote console architecture within supported technical domain.
Knowledge of vendor technologies, such as Cisco, Juniper, Aruba, Fortinet etc.
Customer service-orientated and proactive thinking.
Problem solver who is highly driven and self-organized.
Good attention to detail.
Good analytical and logical thinking.
Excellent spoken and written communication skills.
Team player with the ability to work well with others and in group with colleagues and stakeholders.
Academic Qualifications and Certifications:
Bachelor’s degree or equivalent in Information Technology, Computing or a related field.
Professional-level certifications in various networking technologies, including any of the following: Cisco CCNA, Juniper JNCIP, Microsoft 365, Mikrotik, and Fortinet.
Required Experience:
Moderate experience in networking technologies such as routing, switching, Wireless, core networks and access/ distribution layers.
Moderate experience in technical support to clients.
Moderate experience in diagnosis and troubleshooting.
Moderate experience providing remote support in Networking technologies.
Apply via :
careers.services.global.ntt
