IOC On Site Analyst

JOB DESCRIPTION

NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future.

In today’s iNTTerconnected’ world, connections matter more now 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.

With people at the heart of our success, NTT is committed to attracting and growing the best talent and providing an environment where everyone feels they can belong and their contribution matters.

Want to be a part of our team?

IOC onsite analysts are in place to provide an immediate response to incoming phone calls, monitoring alerts, and customer-submitted tickets for various incident and service requests, including hardware, software, Operating system, phones, and network issues.

They act as a central point of contact between support teams and end users on a day-to-day basis, oftentimes supplementing established procedures with their own troubleshooting skills to identify and resolve technical problems.

Working at NTT

ESSENTIAL FUNCTIONS :

• Second-level support focused on Incident and Problem Resolution
• Well-rounded technical knowledge of operating systems, including Windows Server, Linux, and Local area networks.
• Assisting with the fulfillment of Service Requests. Responsible for resolving or escalating incidents promptly
• Attempt to identify the underlying causes of issues within the infrastructure of a system and how to resolve them
• Complete projects for incidents, problems, changes, and authoring correctly and on time
• Provide Onsite / Deskside support
• Fix problems (workstation, network, server) using their skills and troubleshooting ability.
• Keeps track of lessons learned and shares those lessons by entering Knowledgebase and Use Case submissions
• Keeps affected business partners informed about progress. Potentially travels between customers' sites to investigate, troubleshoot, and fix any problem that cannot be fixed remotely.
• Provide hardware and software support for all supported Personal Computer and Mobile Devices plus associated peripherals.
• Provides basic support of telephony and UC systems, including the support of conference room audio video equipment.
• Maintaining accurate hardware and software inventory and configuration information.
• Comply with the company’s and the client's Quality Management System.
• Comply with the company’s and the Client's Security Policies and Occupational Health, Safety, and Environment policies and procedures.
• Other duties, as requested

Leadership and Team Focus

Remains at the forefront of emerging industry practices and technologies. Provides recommendations on changes and design enhancements to improve reliability, security, processes, and performance.

Takes responsibility for meeting commitments; desires to succeed and has a history of meeting solutions by deadline.

Builds respectful relationships with team members and clients. Provides quality customer service above else; ensures an understanding between customer and NTT and helps provide workable solutions.

Promotes innovation, creativity, and effectiveness, always striving for continuous improvement.

QUALIFICATIONS :

• Bachelor’s degree or equivalent work experience. 2+ years of technical Admin work experience
• Advanced understanding of Microsoft Windows. Microsoft Certified Professional Qualification (MCP) is preferred.
• Intermediate knowledge of Active Directory / Windows Server
• Basic knowledge of Linux / Unix
• Advanced understanding of TCP / IP networking and standard services
• Analytic ability to diagnose problems and work independently to correct difficulties.
• Understanding of network monitoring tools, ability to discern a critical server / network failure from those with a lesser impact
• Strong analytical, problem-solving, and conceptual skills.
• Procedure and process driven, ability to follow processes and procedures and report when they are no longer accurate
• Strong customer focus. Must work well with customers of varying levels of technical expertise in high-pressure situations and complex environments.
• Excellent oral and written communication skills, with the ability to communicate to various levels of management and customers.
• Ability to adapt to changing business processes, technologies, and environments.
• Strong desire and ability to quickly learn, become competent in, and apply new skills.
• Must be proactive and able to work with minimal to no supervision.
• Ability to work in pressure situations.
• Available for full-time shift work, including afternoons and a rare occasional overnights
• Fluent in English, strong communication skills
• Technical Writing skills as well as some experience in training / teaching background
• Ability to lift 50 lbs. w / reasonable accommodations.
• Required to travel for training and onsite support.

Skills Summary

Customer Service, First Call Resolution, Help Desk Support, Information Technology Infrastructure Library (ITIL), Interpersonal Communication, Troubleshooting

Workplace type : On-site Working

On-site Working

Equal Opportunity Employer

NTT 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, color, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category

Join our growing global team and accelerate your career with us. Apply today.

A career at NTT means :

Being part of a global pioneer where you gain exposure to our Fortune 500 clients and world-leading global technology partners and work with a network of over 40,000 smart and diverse colleagues across 57 countries, delivering services in over 200 countries.

Being at the forefront of cutting-edge technology backed with a 150-year heritage of using technology for good. With 40% of the world’s internet traffic running on our network and where Emoji were first invented, you can be proud of the group’s many new firsts’.

Making a difference by doing meaningful work that helps to shape the future for our clients, and across industries and communities around the world.

Being your best self in a progressive Connected Working’ environment that promotes flexibility, connection and wellbeing.

Where diversity and different perspectives are embraced to ensure equal opportunities for all.

Having ongoing opportunities to own and develop your career with a personal and professional development plan and access to the broadest learning offerings in the industry.