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 todayxe2x80x99s xe2x80x98iNTTerconnectedxe2x80x99 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 worldxe2x80x99s 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? Coordinates, diagnoses, and troubleshoots incoming employee calls.

Provides support services to employees with technical problems and information technology issues involving desktop, laptop or network services from local personnel or from employees using network remote access.

Provides timely resolution of problems or escalation on behalf of the customer to appropriate technical personnel.

Provides case status updates to management and end-users.

Supports and maintains effective relationships with users.

Develops, documents, and implements standard operating procedures and customer service guidelines relating to IT support.

Working at NTT

As a Platform Support Engineer (L1, L2, or L3) you will exercise your excellent customer service skills along with the ability to apply technical knowledge to independently work on routine and complex tasks. This will include supporting processes like Request, Incident, Problem, Change, CMDB, Asset, Service Catalogue, Knowledge, and Service Portal as well as custom scoped applications that deliver enterprise-wide business processes to our customers. The ideal candidate is knowledgeable about IT Service Management, has experience with various technologies, and possesses excellent computer, oral, and written communication skills including proficiency in typing and spelling.

Role and responsibilities:
This positionxe2x80x99s primary responsibilities are development as highlighted below:

• Provide critical (first/second/third) line of support for our internal business users
• Support user inbound incidents and requests through phone, email, and chat via an externally facing secure website to diagnose problems
• Acquire and maintain current knowledge of relevant environments software and support policies in order to provide accurate solutions to customers
• Assist in developing and maintaining a problem resolution knowledgebase
• Document all calls in the ITSM ticketing program
• Answering of trouble tickets via web or chat
• Complete individually assigned tasks while also working as part of a larger team
• Although the preponderance of support is conducted during normal working hours 6:00 AM xe2x80x93 6:00 PM Mountain Time, there may be periodic xe2x80x98dutyxe2x80x99 shifts outside normal work hours to include weekends and holidays
• Provide support to users/administrators of our platform. Supporting and contributing to the growth of best practices for the delivery of support services
• Understanding our platform, Cloud technologies, and troubleshooting practices to ensure successful resolution of challenging technical situations
• Act as a customer advocate, prioritizing and managing assigned incidents and escalations in the queue with little or no supervision
• Engage with cross-functional teams like operations and engineering to build, drive and improve tools and processes for quicker issue resolution

General knowledge, skills, and attributes:

• Knowledgeable about IT Service Management
• Demonstrate excellent customer service skills via phone, email, and IM chat
• Solid communication, problem-solving skills, and communications etiquette
• Ability to use Service Desk standards and follow guidelines, as well as help other interpret policy
• Ability to work in a fast-paced environment whilst multi-tasking with a sense of urgency to resolve tickets in a timely manner
• Requires excellent customer service skills along with the ability to apply technical knowledge to independently work on routine and complex tasks

Qualification and certifications:

• A relevant bachelorxe2x80x99s degree or equivalent
• Related certifications

Relevant experience:

• Demonstrated years of experience providing customer-facing technical support (Web-based products or e-commerce preferred)
• Demonstrated experience with varied technology including active directory, desktop hardware/ software, LAN/WAN, and telephony services is preferred

What will make you a good fit for the role?

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 xe2x80x93 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 xe2x80x93 backed with a 150-year heritage of using technology for good. With 40% of the worldxe2x80x99s internet traffic running on our network and where Emoji were first invented, you can be proud of the groupxe2x80x99s many new xe2x80x98firstsxe2x80x99.

Making a difference xe2x80x93 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 xe2x80x93 in a progressive xe2x80x98Connected Workingxe2x80x99 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 xe2x80x93 with a personal and professional development plan and access to the broadest learning offerings in the industry.

NTT Corporation