Customer Support Engineer - NTT
You'll also identify opportunities for optimization, whether it's reducing common incidents or finding automation possibilities for request fulfillment, incident resolution, and process improvements. Your role may occasionally extend to supporting project work and disaster recovery functions and tests, contributing to our broader goals and ensuring we're always ahead of the curve.
Throughout your journey with us, you'll ensure that incidents and requests are resolved efficiently and comprehensively, escalating when necessary. You'll also help update existing knowledge or to share valuable insights, ensuring we continuously learn and improve.
Key Responsibilities & Expectations:
- Highly disciplined in handling of tickets on a day-to-day basis. Act promptly as per defined SOPs.
- Strive to resolve as many tickets as possible using available Knowledge articles or provided SOPs.
- Identify opportunities for optimization, including reducing common incidents and finding automation possibilities for request fulfillment, incident resolution, and process improvements.
- Occasionally support project work and disaster recovery functions and tests.
- Ensure incidents and requests are resolved efficiently and comprehensively, escalating when necessary.
- Help update existing knowledge or share valuable insights, ensuring continuous learning and improvement.
Qualifications:
Required:
- Basic understanding in technologies such as **Pulse Secure SSL VPN, Virtual Juniper, Palo Alto, Fortinet Firewalls, Cisco Nexus switches, ASR and ISR routers, Cisco ACS, ISE, Meraki switches**, and common routing protocols like **BGP, OSPF, and EIGRP**.
- Good understanding of using **ITSM tools and ITSM processes**.
- Strong planning skills, considering possible changes and circumstances.
- A strong work ethic, including the capacity to put in longer hours when necessary.
- Adaptability to changing environments.
- A client-focused approach, creating positive client experiences throughout their journey.
- The aptitude to communicate and work across different cultures and social groups.
- Excellent active listening skills, confirming understanding and seeking relevant information.
- A positive outlook and resilience under pressure.
- A **bachelor’s degree in Information Technology/Computing or equivalent experience**.
Workplace Type:
This is an **On-site Working** position.
