Location
Bangalore | India
Job description
Want to be a part of our team
The role of Collaboration Remote Technical Support Engineer (L3) is responsible for providing a professional remote technical support service to clients by identifying and resolving technical incidents and problems. Through pre-emptive service incident and resolution activities, this role will restore service to clients by driving incidents to an effective resolution and ensuring all requests, process events and resolution incidents result in zero missed service level agreement (SLA) conditions.
Working at NTT Key Roles and Responsibilities: - Maintains the support process and ensures that requests for support are handled according to the procedures
- Identify and resolve problems following agreed procedures
- Carry out agreed maintenance tasks
- Ensures usage of knowledge articles in incident diagnosis and resolution and assist with updating as and when required
- Perform defined tasks to monitor service delivery against service level agreements and maintains records of relevant information
- Analyse service records against agreed service levels regularly to identify actions required to maintain or improve levels of service, and initiates or reports these actions
- Prioritise and diagnose incidents according to agreed procedures
- Investigate causes of incidents and seeks resolution
- Escalate unresolved incidents and follow up until incident is resolved
- Provide service recovery, following resolution of incidents
- Document and close resolved incidents according to agreed procedures
- Maintain 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 use
- Remotely investigate and identifies root cause of incidents and assist with the implementation of agreed remedies and preventative measures
- Maintain knowledge of specific specialisms, provides detailed advice regarding their application
- Ensure efficient and comprehensive resolution of incidents, including ensuring that repairs are carried out by coordinating product requests, working with other team members
- Provide 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 resolution
- Creation of knowledge articles in incident diagnosis/resolution and assist with updating as and when required
- Upgrade skills and enhance knowledge on latest products and technologies and complete required Certification
Knowledge, Skills and Attributes: - Working knowledge of technical documentation
- Knowledge on management agent concepts, redundancy concepts and remote console architecture within supported technical domain
- Knowledge of vendor technologies, such as Cisco , Microsoft , ARC , Audio Codes , PeterCOnnect , Sonus
- Customer service orientated and pro-active thinking
- Problem solver who is highly driven and self-organised
- Great attention to detail
- Good analytical and logical thinking
- Excellent spoken and written communication skills
- Team play with the ability to work well with others and in group with colleagues and stakeholders
Academic Qualifications and Certifications: - Degree or relevant qualification in IT/Computing
- Professional level Certification in Different Networking Technologies Like Cisco , Microsoft , ARC , Audio Codes , PeterCOnnect , Sonus Etc like CCNP , MS-700 , etc
Required Experience: - Seasoned experience in Collaboration technologies such as Call managers, Voice Gateways, Call recording, Scripting, Messaging, VOIP, IP Telephony
- Seasoned experience in technical support to clients
- Seasoned experience in diagnosis and troubleshooting
- Seasoned experience providing remote support in Collaboration technologies
- Seasoned experience in relevant technology
Skills Summary Cloud Computing, Collaboration Tools, Computer Coding, Continual Improvement Process, Data Analysis, Scripting, Troubleshooting
What will make you a good fit for the role Workplace type: Hybrid Working
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
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