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    Technical Support Representative - Port Elizabeth, South Africa - NTT

    NTT
    NTT Port Elizabeth, South Africa

    3 weeks ago

    ntt background
    Full time
    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?

    Dimension Data is a proud member of the NTT Group, a global IT powerhouse headquartered in Japan. As part of NTT, we deliver a wide range of IT services and solutions to clients around the world. Although the Dimension Data brand was retired in some parts of the world in 2019, it remains well recognized in the Middle East and Africa. Join us and become part of the NTT family as we continue to provide innovative solutions that help our clients achieve their business objectives.

    Working at NTT

    The Technical Support Representative is responsible for technical support and troubleshooting for our clients in order to ensure that their systems are running smoothly. You'll also be responsible for keeping up-to-date with new technology and developments within the industry.

    Key Roles and Responsibilities:

    Execute approved maintenance activities

    The Technical Support Representative will execute approved maintenance activities. These activities could include system patching, system upgrades including software deployment or configuration changes. Taking direction from their team leader or senior team members, they will execute the maintenance activities assigned to them.

    Ensure resolution of incidents and requests

    Investigate incidents assigned to them and apply appropriate procedures to resolve them. Apply standard operating procedures for service requests. Ensure efficient and comprehensive resolution of incidents and service requests. This could involve resolution following agreed procedures calling on their own technical skills and competency or ensuring that resolution is completed by coordinating with other team members. They will also report and escalate issues to 3rd party vendors if necessary. They take full ownership for managing the incident to resolution within the service level conditions. Where necessary, they escalate incidents and requests to a resolver group or other functional teams. Provide continuous feedback to clients and affected parties and update all systems and/or portals as prescribed by Dimension Data procedures.

    Shift handover

    The Technical Support Representative will be required to work shifts and will be required to follow the required handover procedures for shift changes to ensure service continuity. They complete and maintain any shift handover schedules.

    Knowledge Management

    They will utilize knowledge management systems as part of all work activities to ensure adherence to agreed procedures. They will proactively identify opportunities for additions, modifications or improvements to knowledge management systems in order to reduce incident resolution time and increase the number of activities that can be completed.

    Quality Management

    They will proactively identify opportunities for work optimization including opportunities for automation of work, request fulfilment and incident resolution tasks performed by L2+ that could be completed by L1, opportunities for repeat incident avoidance and other general process improvement opportunities.

    Academic Qualifications

    • Diploma, degree, or relevant qualification in IT/Computing (or demonstrated equivalent work experience)
    • ITIL
    • CCNA

    Required Experience:

    • 1 to 2 years of experience with troubleshooting and providing support required in network/ data centre/ systems/ storage administration and monitoring Services within a medium to large ICT organization.

    #dimensiondatacareers

    Skills Summary

    API Integration, Cisco Routers and Switches, Cloud Infrastructure, Cloud Networking, Cloud Security, Cloud Services Management, Computing, Database Tuning, Firewalls, Infrastructure Deployment, Internet Access, Linux, Local Area Network (LAN), Networking Solutions, Network Support, Palo Alto Networks Prisma Access Secure Access Service Edge (SASE), Performance Optimizations, Routing Protocols, SAP Expertise, TCP/IP Networking, Troubleshooting

    What will make you a good fit for the role?

    Workplace type:

    On-site 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

    Join our growing global team and accelerate your career with us. Apply today.

    A career at NTT means:

    • Being part of a global pioneer – where you gain exposure to our Fortune 500 clients and world-leading 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 cutting-edge technology – backed with a 150-year 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'.
    • 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.
    • Having ongoing opportunities to own and develop your career – with a personal and professional development plan and access to the broadest learning offerings in the industry.
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