Technical Support Representative

Applicable Limited; Gqeberha; On-site; ZAR 200,000 - 350,000; Full time

Job summary

A leading company is seeking a Technical Support Representative to manage technical support and ensure system functionality for clients. The ideal candidate will perform maintenance activities, troubleshoot incidents, and have solid experience in IT. Applicants should have relevant qualifications such as a diploma in IT, and certifications including ITIL and CCNA, with a commitment to service excellence.

Qualifications

• 1 to 2 years of experience in troubleshooting and support.
• Experience in network, data centre, systems, or storage administration.
• Relevant qualifications in IT or computing.

Responsibilities

• Execute maintenance activities including system patching and upgrades.
• Investigate and resolve incidents while managing service requests.
• Perform shift handovers and maintain continuity of service.

Skills

Troubleshooting

Technical Support

Incident Management

Education

Diploma or degree in IT/Computing

ITIL

CCNA

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.

Additional Career Level Description:

TheTechnical SupportRepresentative is responsible fortechnical supportandtroubleshootingfor our clients in order to ensure that their systems are running smoothly. You'll also be responsible for keeping up-to-date with new technology and developments within the industry.

Key Roles and Responsibilities:

Execute approved maintenance activities

TheTechnical SupportRepresentative will execute approved maintenance activities. These activities could includesystem patching,system upgradesincluding software deployment orconfigurationchanges. Taking direction from their team leader or senior team members, they will execute the maintenance activities assigned to them.

Ensure resolution of incidents and requests

Investigate incidents assigned to them and apply appropriate procedures to resolve them. Apply standard operating procedures for service requests. Ensure efficient and comprehensive resolution of incidents and service requests. This could involve resolution following agreed procedures calling on their own technical skills and competency or ensuring that resolution is completed by coordinating with other team members. They will also report and escalate issues to 3rd party vendors if necessary. They take full ownership for managing the incident to resolution within the service level conditions. Where necessary, they escalate incidents and requests to a resolver group or other functional teams. Provide continuous feedback to clients and affected parties and update all systems and/or portals as prescribed by Dimension Data procedures.

Shift handover

TheTechnical SupportRepresentative will be required to work shifts and will be required to follow the required handover procedures for shift changes to ensure service continuity. They complete and maintain any shift handover schedules.

Knowledge Management

They will utilize knowledge management systems as part of all work activities to ensure adherence to agreed procedures. They will proactively identify opportunities for additions, modifications or improvements to knowledge management systems in order to reduce incident resolution time and increase the number of activities that can be completed.

Quality Management

They will proactively identify opportunities for workoptimizationincluding opportunities for automation of work, request fulfilment and incident resolution tasks performed by L2+ that could be completed by L1, opportunities for repeat incident avoidance and other generalprocess improvementopportunities.

Academic Qualifications

• Diploma, degree, or relevant qualification in IT/Computing(or demonstrated equivalent work experience)
• ITIL
• CCNA

Required Experience:

• 1 to 2 years of experience withtroubleshootingand providing support required innetwork/ data centre/ systems/ storage administration andmonitoring Serviceswithin a medium to large ICT organization.

Workplace type:

On-site Working

About NTT DATA
NTT DATA is a $30+ billion 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, 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. Apply today.