Technical Specialist
CurrentKey Roles and Responsibilities:Ensuring that assigned infrastructure at the client site is configured, installed, tested and operationalPerform necessary checks, monitoring tools and respond to alertsIdentifying the problems and errors prior to or when it occurs and log all such incidents in a timely manner with the required level of detailAssisting in analysing, assigning and escalating support callsInvestigating third line support calls assigned and identify the root cause of incidents and problemsReporting and escalate issues to 3rd party vendors if necessaryProviding onsite technical support to clients and provide field engineering services to clientsConducting monthly random review of incidents and service requests, analyse and recommend improvement in qualityProviding continuous feedback to clients and affected parties and update all systems and/or portals as prescribed by NTTProactively identify opportunities for work optimisation including opportunities for automation of workKnowledge, Skills and Attributes:Ability to communicate and work across different cultures and social groupsAbility to plans activities and projects well in advance, and takes into account possible changing circumstancesAbility to maintain a positive outlook at workAbility to work well in a pressurised environmentAbility to work hard and put in longer hours when it is necessaryAbility to active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information and refraining from interruptingAbility to adapt to changing circumstancesAbility to place client at the forefront of all interactions, understanding their requirements and creating a positive client experience throughout the total client journey
