Remote Engineer

Job Description

The Service Delivery Management Centre Engineer (L1) is responsible for Jobs that are responsible for providing a professional remote technical support service to clients by proactively identifying and resolving technical incidents and problems. They make use of technical knowledge to handle technical enquiries and/or troubleshoot problems reported by clients in a timely manner. Through pre-emptive service incident and resolution activities, they restore service to clients by managing incidents and seeing them through to an effective resolution. Provides day-to-day technical support to employees for network infrastructure and internal systems software and hardware. Installs, configures and troubleshoots desktop systems, workstations, servers and network issues in a diverse environment. Maintains passwords, data integrity and file system security for the desktop environment. Communicates highly technical information to both technical and nontechnical personnel. Recommends hardware and software solutions, including new acquisitions and upgrades. May participate in development of information technology and infrastructure projects. May conduct training programs designed to educate an organization s computer users about basic and specialized applications.Working at NTTKey Roles and Responsibilities:

• Provide day to day technical support to end-users to clients
• Investigate first line support communication and ensure resolution of incidents
• Check knowledge articles to investigate and resolve incidents
• Identify the root cause of incidents and problems. Assist in the preparation of RCA
• Follow GDC standard operating procedures
• Participate in daily performance huddles, identify causes of performance shortcomings and provide suggestions for improvement
• Review the recurring or high impact incidents and manage them through problem management process
• Document work instructions used in resolving incidents
• Good troubleshooting knowledge of MS Windows, PC Hardware, Internet Explorer.
• Good knowledge of Outlook (PST, OST,) and Lync configuration.
• Knowledge of WiFi / VPN configuration
• Knowledge of Printer Related problems
• Configuring the active sync accounts on devices
• Create / Delete / Modify the AD user management account.

Knowledge, Skills and Attributes:

• Ability to communicate and work across different cultures and social groups
• Ability to maintain a positive outlook at work
• Ability to work well in a pressurised 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 adapt to changing circumstances
• Ability to place client at the forefront of all interactions, understanding their requirements and creating a positive client experience throughout the total client journey
• Ability to empathize and work with customers in real-time to resolve issues
• Basic Understanding of Microsoft Cloud related solutions. (Azure, Microsoft 365 and EMS Intune/AIP)
• Strong grounding in all areas of Infrastructure Technology
• Strong understanding of Windows10, Microsoft office and general system administration.

Academic Qualifications and Certifications:

• Degree or relevant qualification in IT/Computing or equivalent
• Microsoft Certification (Azure, MCSA, MCSE)
• Certifications of the following vendor technologies is highly preferred: Cisco,

Required Experience:

• Proven work experience as a Technical Support Engineer, similar role
• Hands-on experience with Windows/Linux/Mac OS environments
• Good understanding of computer systems, mobile devices, and other tech products
• Ability to diagnose and troubleshoot basic technical issues
• Familiarity with remote desktop applications and service desk software.
• Excellent problem-solving and communication skills
• Ability to provide step-by-step technical help, both written and verbal.
• Additional certification in Microsoft, Linux, Cisco.

What will make you a good fit for the role Standard career level descriptor for job level:

• Learns professional concepts
• Applies company policy and procedures to resolve routine tasks
• Gets detailed work instructions
• Deals with issues of limited scope
• Solutions to problems are easy to solve
• Builds internal relationships
• May not require any prior professional work experience otected category.

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Keyskills :
ms outlookcadcitrixderivativesfocusservice delivery managementroot causefile systempc hardwareservice deskdata integrityremote desktop