IOC On Site Analyst

NTT Ltd.

6d•Onsite

About The Position

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 Managed Services Service Desk Agent are in place to provide 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, often times supplementing established procedures with their own troubleshooting skills in order to identify and resolve technical problems. The Senior Managed Services Service Desk Agent applies standard operating procedures, in line with expectations of the role.

Requirements

Bachelor’s degree or equivalent work experience.
2+ years of technical Admin work experience
Advanced understanding of Microsoft Windows.
Intermediate understanding of Active Directory/Windows Server
Basic understanding of Linux/Unix
Advanced understanding of TCP/IP networking and common services
Analytic ability to diagnose problems and ability to work independently to correct the 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 to 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 overnights
Fluent in English, strong communication skills
Technical Writing skills as well as some experience training/teaching background
Ability to lift up to 50 lbs. w/ reasonable accommodations.
Required to travel for training and onsite support.

Nice To Haves

Microsoft Certified Professional Qualification (MCP) preferred.

Responsibilities

Second level support focused on Incident and Problem Resolution
Assisting with the fulfilment of Service Requests.
Responsible for resolving or escalating incidents in a timely manner
Attempt to identify what the underlying causes of issues within the infrastructure of a system and how to resolve them
Complete projects for incident, problem, changes, and authoring correctly and on-time
Provide Onsite/Deskside support
Fix problems (workstation, network, server) using their own 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.
Potential travel between customer’s 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 Clients Quality Management System.
Comply with the company’s and the Clients Security Policies, as well as Occupational Health, Safety and Environment policies and procedures.
Other duties as requested
Provides recommendations on changes and design enhancements to improve reliability, security, processes, and performance.
Takes responsibility for meeting commitments; desire to succeed and has a history of meeting solutions by deadline.
Builds respectful relationships with team members and client.
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.