Senior Infrastructure Engineer, System & Server

Job Description

Provides technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing and debugging complex electro/mechanical equipment, computer systems, complex software, or networked and/or wireless systems. Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software. Reports design, reliability and maintenance problems or bugs to design engineering/software engineering. May be involved in customer installation and training. Provides support to customer/users where the product is highly technical or sophisticated in nature. Survey Tip: In software companies this position generally interacts directly with the customer/user when the product is highly technical or sophisticated in nature, such as with systems level software where the user has a technical background. In a less sophisticated environment, as with many applications products where the user is nontechnical, this position would generally interact with product support personnel and potentially the customer when the customers problem cannot be resolved directly by first-level resources.Working at NTTThe primary responsibility of IT Technical Support Engineers is to provide a service to internal clients to ensure that the IT infrastructure and systems remain operational. This is done through proactively identifying, investigating, and resolving more complex technical incidents and problems and restoring service to clients by managing these incidents are managed to resolution.Key Roles and Responsibilities:Focus on ensuring all lines of support for more complex incidents, requests, events, and/or problems through the effective coaching and training of IT Technical Support Engineers.Undertake regular reviews to ensure that the assigned infrastructure is configured, installed, tested, and operational. Ensure that the software is installed and configured in line with business requirements.Proactively identify problems, events, incidents, and errors prior to or when they occur.Foster good relationships with all stakeholders including vendors, carriers, and colleagues.Resolve calls and identify the root cause of incidents, events, and problems to ensure proactive future management.Ensure the efficient and comprehensive resolution of incidents, problems, events, and requests.Report and escalate complex issues to 3rd party vendors.Provide continuous feedback to clients, affected parties and update all systems and/or portals as prescribed by NTT Limited procedures.Proactively support the service desk by receiving calls and incidents, problems, requests, and events when required.Ensure the resolution and recovery of an incident in line with the relevant processes and service level agreements.Update incidents, requests, problems, and/or events with progress and resolution details.What will make you a good fit for the role Knowledge, Skills, and Attributes:The ability to communicate well and to capture all pertinent details when required will contribute to their successAbility to explain procedures and technical details to both technical and non-technical audiences in a concise and clear mannerExcellent interpersonal skills with the ability to foster and maintain solid stakeholder relationshipsExcellent client service orientation and passion for achieving or exceeding expectationsExcellent written and verbal communication skillsAbility to plan activities and projects well in advance, and takes into account possible changing circumstancesAbility to work well in a pressurized environmentAbility to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interruptingAbility to adapt to changing circumstancesAbility to place clients at the forefront of all interactions, understanding their requirements, and creating a positive client experience throughout the total client journeyAcademic Qualifications and Certifications:Bachelors degree or relevant qualification in IT/Computing, or equivalentRelevant IT certificationsRequired Experience:Demonstrated experience required in diagnosis and troubleshooting, IT Technical Support role within a large ICT organizationDemonstrated experience in working closely with a variety of internal and external stakeholders at different levels in the business,

Keyskills :
active directorytroubleshootingserverschange management