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Company | NTT America Solutions, Inc. |
Address | Area DKI Jakarta, Indonesia |
Employment type | FULL_TIME |
Salary | |
Expires | 2023-07-25 |
Posted at | 10 months ago |
Want to be a part of our team?
- Ensure that assigned infrastructure at the client site is configured, installed, tested, and operational
- Perform necessary checks, apply monitoring tools and respond to alerts
- Investigate third line support calls assigned and identify the root cause of incidents and problems
- Proactively identify opportunities for work optimization including opportunities for automation of work
- Assist in analyzing, assigning, and escalating support calls
- Identify problems and errors prior to or when it occurs and log all such incidents in a timely manner with the required level of detail
- Conduct a monthly random review of incidents and service requests, analyze and recommend improvement in quality
- Report and escalate issues to 3rd party vendors if necessary
- Provide continuous feedback to clients and affected parties and update all systems and/or portals as prescribed by NTT
- Provide onsite technical support to clients and provide field engineering services to clients
- Ability to place clients at the forefront of all interactions, understanding their requirements, and creating a positive client experience throughout the total client journey
- Ability to maintain a positive outlook at work
- Ability to communicate and work across different cultures and social groups
- Ability to adapt to changing circumstances
- Ability to plan activities and projects well in advance, and takes into account possible changing circumstances
- 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 work hard and put in longer hours when it is necessary
- Ability to work well in a pressurized environment
- Advanced diploma, degree, or relevant qualification in IT/Computing (or demonstrated equivalent work experience)
- Demonstrated experience of Managed Services
- Demonstrated experience working with vendors and/or 3rd parties
- Demonstrated experience required in Engineering function within a medium to large ICT organization
- Demonstrated work experience
- Demonstrated working knowledge of ITIL processes
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