SDi Digital Group
Location
A Coruña | Spain
Job description
Key Roles and Responsibilities :Maintains the support process and ensures that requests for support are handled according to the proceduresIdentify and resolve problems following agreed proceduresCarry out agreed maintenance tasksEnsures usage of knowledge articles in incident diagnosis and resolution and assist with updating as and when requiredPerform defined tasks to monitor service delivery against service level agreements and maintains records of relevant informationAnalyse service records against agreed service levels regularly to identify actions required to maintain or improve levels of service, and initiates or reports these actionsPrioritise and diagnose incidents according to agreed proceduresInvestigate causes of incidents and seeks resolutionEscalate unresolved incidents and follow up until incident is resolvedProvide service recovery, following resolution of incidentsDocument and close resolved incidents according to agreed proceduresMaintain secure, accurate, complete, and current configuration on configuration items (CIs)Apply tools, techniques and processes to track, log and correct information related to CIs, ensuring protection of assets and components from unauthorized change, diversion, and inappropriate useRemotely investigate and identifies root cause of incidents and assist with the implementation of agreed remedies and preventative measuresMaintain knowledge of specific specialisms, provides detailed advice regarding their applicationEnsure efficient and comprehensive resolution of incidents, including ensuring that repairs are carried out by coordinating product requests, working with other team membersProvide continuous feedback to clients and affected parties and update all systems, portals and ticketing tools as prescribed by NTT standard operating procedures. Cooperate with all stakeholders including client IT environments, vendors, carriers and NTT colleagues to expedite diagnosis of errors and problems and to identify a resolutionCreation of knowledge articles in incident diagnosis / resolution and assist with updating as and when requiredUpgrade skills and enhance knowledge on latest products and technologies and complete required CertificationKnowledge, Skills and Attributes :Working knowledge of technical documentationKnowledge on management agent concepts, redundancy concepts and remote console architecture within supported technical domainKnowledge of vendor technologies, such as Cisco , Microsoft , ARC , Audio Codes , PeterCOnnect , SonusCustomer service orientated and pro-active thinkingProblem solver who is highly driven and self-organisedGreat attention to detailGood analytical and logical thinkingExcellent spoken and written communication skillsTeam play with the ability to work well with others and in group with colleagues and stakeholdersAcademic Qualifications and Certifications :Degree or relevant qualification in IT / ComputingProfessional level Certification in Different Networking Technologies Like Cisco , Microsoft , ARC , Audio Codes , PeterCOnnect , Sonus Etc like CCNP , MS- , etcRequired Experience :Seasoned experience in Collaboration technologies such as Call managers, Voice Gateways, Call recording, Scripting, Messaging, VOIP, IP TelephonySeasoned experience in technical support to clientsSeasoned experience in diagnosis and troubleshootingSeasoned experience providing remote support in Collaboration technologiesSeasoned experience in relevant technologySkills SummaryCloud Computing, Collaboration Tools, Computer Coding, Continual Improvement Process, Data Analysis, Scripting, TroubleshootingWhat will make you a good fit for the role? Workplace type : Hybrid WorkingHybrid WorkingEqual Opportunity EmployerNTT 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#J-18808-Ljbffr
Job tags
Salary
