Technical Consultant - Johannesburg, South Africa - NTT Ltd.

NTT Ltd.
NTT Ltd.
Verified Company
Johannesburg, South Africa

2 weeks ago

Thabo Mthembu

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Thabo Mthembu

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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 today's 'iNTTerconnected' 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 world's 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

Role and responsibilities:

This position's primary responsibilities are development as highlighted below:

  • Provide critical (first/second/third) line of support for our internal business users
  • 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 6:00 PM Mountain Time, there may be periodic 'duty' 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 crossfunctional 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
  • Solid communication, problemsolving 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 fastpaced environment whilst multitasking with a sense of urgency to resolve tickets in a timely manner

Qualification and certifications:


  • A relevant bachelor's degree or equivalent
  • Related certifications

Relevant experience:


  • Demonstrated years of experience providing customerfacing technical support (Webbased products or ecommerce 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


A career at NTT means:


  • Being part of a
    global pioneer where you gain exposure to our Fortune 500 clients and worldleading 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
    cuttingedge technology backed with a 150year heritage of using technology for good. With 40% of the world's internet traffic running on our network and where Emoji were first invented, you can be proud of the group's many new 'firsts'.
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Making a difference - 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 in a progressive 'Connected Working' environment that promotes flexibility, connection and wellbeing. Where diversity and different perspectives are embraced to ensure equal opportunities for all.
  • Havi
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