IT Technical Support Engineer

nttlimited; Jeddah; Presencial; SAR 180.000 - 240.000; Jornada completa

Descripción de la vacante

NTT DATA is seeking an IT Technical Support Engineer to ensure IT infrastructure remains operational. The role is a seasoned SME that proactively identifies and resolves complex incidents and problems, restoring service rapidly while coordinating with vendors and stakeholders.

You will support the service desk, document progress, and maintain strong client relationships, with on-site working arrangements and a focus on quality and continuous improvement.

Formación

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

Responsabilidades

• Focus on ensuring all support lines for complex incidents, requests, events, and problems.
• Review infrastructure configuration, installation, testing, and operation to align with business requirements.
• Proactively identify problems, events, incidents, and errors.
• Build and maintain relationships with vendors and colleagues.
• Resolve calls and identify root causes for proactive future management.
• Ensure efficient resolution of incidents, problems, events, and requests.
• Escalate complex issues to 3rd party vendors and update systems per procedures.

Conocimientos

Communication

Technical explanation

Interpersonal skills

Planning

Active listening

Client focus

IT knowledge update

Educación

Bachelor's degree in IT/Computing

ITIL

Microsoft 365

Herramientas

MS Azure

Meeting Room Technologies

Microsoft 365

Secure Print

Descripción del empleo

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.

Job Description Summary

The IT Technical Support Engineer is a seasoned 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 complex technical incidents and problems and restoring service to clients by ensuring these incidents are managed to resolution.

Key responsibilities:

• Focuses on ensuring all lines of support for more complex incidents, requests, events, and/or problems through the effective coaching and training of IT Technical Support Engineers.
• Undertakes 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.
• Proactively identifies 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.
• Ensures the efficient and comprehensive resolution of incidents, problems, events, and requests.
• Reports and escalates complex issues to 3rd party vendors.
• Provides continuous feedback to clients, affected parties and update all systems and/or portals as prescribed by standard procedures.
• Proactively supports the service desk by receiving calls and incidents, problems, requests, and events when required.
• Ensures 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.
• Ability to explain procedures and technical details to both technical and non-technical audiences in a concise and clear manner.
• Excellent interpersonal skills with the ability to foster and maintain solid stakeholder relationships.
• Passion for achieving or exceeding expectations.
• Excellent 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:

• Seasoned experience required in diagnosis and troubleshooting, IT Technical Support role within a large ICT organization.
• Seasoned experience interacting and working closely with a variety of internal and external stakeholders at different levels in the business.
• Seasoned 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, pregna