IT Technical Support Engineer

NTT DATA, Inc.; Chennai District; On-site; INR 600,000 - 900,000; Full time

Job summary

NTT DATA, Inc. in Chennai, India, is hiring a Senior Associate IT Technical Support Engineer to keep our internal IT services running smoothly.

You will diagnose incidents, coordinate with vendors and colleagues, investigate root causes, implement fixes, and ensure service restoration within defined SLAs while maintaining excellent client communication. The role requires a Bachelor’s degree in IT/Computing, ITIL and Microsoft 365 certifications, and a moderate level of experience in enterprise

Qualifications

• Bachelor's degree in IT/Computing or related field.
• ITIL and Microsoft 365 certifications preferred.
• Moderate experience in IT technical support within a large ICT environment.
• Excellent communication and stakeholder management skills.

Responsibilities

• Monitor and ensure IT infrastructure is configured, installed, tested, and operational.
• Identify and resolve incidents, events and problems to restore service.
• Maintain strong relationships with vendors, carriers and colleagues.
• Escalate issues to senior engineers or external vendors when needed.
• Provide updates to clients and stakeholders per standard procedures.
• Assist service desk with calls, incidents, requests, and events.
• Ensure resolution aligns with SLAs and service recovery processes.
• Document progress and outcomes in portals and systems.

Skills

Effective communication

Stakeholder management

Problem solving

Pressure handling

Teamwork

Education

Bachelor's degree in IT/Computing

ITIL and Microsoft 365 certs

Tools

MS Azure

Meeting Room Technologies

Microsoft 365

Secure Print

Job description

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 - it's a place where you can grow, belong and thrive.

Your day at NTT DATA

The Senior Associate IT Technical Support Engineer is a developing subject matter expert, responsible for providing a service to internal clients to ensure that the IT infrastructure and systems remain operational.

This role proactively identifies, investigates, and resolves technical incidents and problems and restoring service to clients by ensuring these incidents are managed to resolution.

Key responsibilities

• Supports with undertaking regular reviews to ensure that the assigned infrastructure is configured, installed, tested, and operational. Ensures that the software is installed and configured in line with business requirements.
• Supports with proactively identifying problems, events, incidents, and errors prior to or when they occur.
• Fosters good relationships with all stakeholders including vendors, carriers, and colleagues.
• Resolves calls and identifies the root cause of incidents, events, and problems to ensure proactive future management.
• Supports with ensuing the efficient and comprehensive resolution of incidents, problems, events, and requests.
• Reports and escalates unresolved issues to next level Engineers and/or 3rd party vendors.
• Provides continuous feedback to clients, affected parties and update all systems and/or portals as prescribed by standard procedures.
• Proactively support the service desk by receiving calls and incidents, problems, requests, and events when required.
• Supports with ensuring the resolution and recovery of an incident in line with the relevant processes and service level agreements.
• Updates incidents, requests, problems, and/or events with progress and resolution details.
• Performs any other related task as required.

To thrive in this role, you need to have

• Ability to communicate well and to capture all pertinent details when required.
• Developing ability to explain procedures and technical details to both technical and non-technical audiences in a concise and clear manner.
• Good interpersonal skills with the ability to foster and maintain solid stakeholder relationships.
• Passion for achieving or exceeding expectations.
• Good written and verbal communication skills.
• Ability to plan activities and projects well in advance and takes into account possible changing circumstances.
• Ability to work well in a pressurized environment
• Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information and refraining from interrupting
• Ability to place client at the forefront of all interactions, understanding their requirements and creating a positive client experience throughout the total client journey.
• Stays up to date with latest relevant IT technology, trends and best practices.

Academic qualifications and certifications

• Bachelor's degree or relevant qualification in IT/Computing, or related field.
• Relevant IT certifications, such as ITIL and Microsoft 365.

Required experience

• Moderate level of experience required in diagnosis and troubleshooting, IT Technical Support role within a large ICT organization.
• Moderate level of experience interacting and working closely with a variety of internal and external stakeholders at different levels in the business.
• Moderate level of technical experience with a variety of technologies, for example (but not limited to) Secure Print, MS Azure, Meeting Room Technologies and Microsoft 365.

Workplace type

On-site Working

About NTT DATA

NTT DATA is a $30+ billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. Our consulting and industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 70 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is part of NTT Group, which invests over $3 billion each year in R&D.

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.

Third parties fraudulently posing as NTT DATA recruiters

NTT DATA recruiters will never ask job seekers or candidates for payment or banking information during the recruitment process, for any reason. Please remain vigilant of third parties who may attempt to impersonate NTT DATA recruiters whether in writing or by phone in order to deceptively obtain personal data or money from you. All email communications from an @nttdata.com email address.