Senior IT Technical Support Specialist

1 month ago

Hong Kong, Central and Western District, Hong Kong SAR China NTT Full time

Make a difference with NTT DATA

At NTT DATA, we're committed to helping clients innovate, optimize, and transform for long-term success. As a Senior Associate IT Technical Support Engineer, you'll play a key role in ensuring the smooth operation of our IT infrastructure and systems.

Your day at NTT DATA

You'll be responsible for providing top-notch technical support to internal clients, identifying and resolving technical incidents and problems, and restoring service to clients. Your proactive approach will help prevent issues from arising in the first place.

Key Responsibilities:

  • Support the configuration, installation, testing, and operation of assigned infrastructure to ensure it meets business requirements.
  • Proactively identify problems, events, incidents, and errors, and take steps to prevent them from occurring.
  • Foster strong relationships with 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 unresolved issues to next-level engineers and/or 3rd-party vendors.
  • Provide continuous feedback to clients, affected parties, and update all systems and/or portals as prescribed by standard procedures.
  • 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 relevant processes and service level agreements.
  • Update incidents, requests, problems, and/or events with progress and resolution details.

Knowledge and Attributes:

  • Ability to communicate effectively and capture all pertinent details when required.
  • Developing ability to explain procedures and technical details to both technical and non-technical audiences in a concise and clear manner.
  • Good interpersonal skills with the ability to foster and maintain solid stakeholder relationships.
  • Passion for achieving or exceeding expectations.
  • Good written and verbal communication skills.
  • Ability to plan activities and projects well in advance and take into account possible changing circumstances.
  • Ability to work well in a pressurized environment.
  • Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interrupting.
  • Ability to place the client at the forefront of all interactions, understanding their requirements, and creating a positive client experience throughout the total client journey.
  • Stays up to date with the latest relevant IT technology, trends, and best practices.

Academic Qualifications and Certifications:

  • Bachelor's degree or relevant qualification in IT/Computing, or related field.
  • Relevant IT certifications, such as ITIL and Microsoft 365.

Required Experience:

  • Moderate level of experience required in diagnosis and troubleshooting, IT Technical Support role within a large ICT organization.
  • Moderate level of experience interacting and working closely with a variety of internal and external stakeholders at different levels in the business.
  • Moderate level of technical experience with a variety of technologies, for example (but not limited to) Secure Print, MS Azure, Meeting Room Technologies, and Microsoft 365.

About NTT DATA

NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize, and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation, and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.

Equal Opportunity Employer

NTT DATA 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, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.

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