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?

The Service Delivery Client Engineering - Remote Engineer (L1) is responsible for providing a professional remote technical support service to clients by proactively identifying and resolving technical incidents and problems. They make use of technical knowledge to handle technical enquiries and/or troubleshoot problems reported by clients in a timely manner. Through pre-emptive service incident and resolution activities, they restore service to clients by managing incidents and seeing them through to an effective resolution.

Working at NTT

Key Roles and Responsibilities:

• Serves as the initial point of contact for end-users seeking technical assistance in the areas of networking, collaboration tools, and end-user computing

• Provides prompt and efficient troubleshooting and support for incidents and service requests related to networking issues, such as network connectivity, DNS, DHCP, IP addressing, wireless connectivity, and network equipment configurations

• Resolves collaboration-related issues, including but not limited to email systems, video conferencing platforms, instant messaging tools, and document sharing applications

• Addresses end-user computing problems encompassing operating systems, hardware, software applications, printers, and mobile devices

• Utilises appropriate tools, techniques, and remote access software to diagnose and resolve technical issues across the networking, collaboration, and end-user computing domains

• Follows established procedures, guidelines, and best practices to deliver timely and accurate resolutions to end-users' problems.

• Documents all incidents, service requests, and actions taken in the service desk ticketing system, ensuring detailed and accurate records

• Escalates complex or unresolved issues to level 2 or higher-level engineers or specialised teams, providing comprehensive information and analysis

• Collaborates with other IT support teams, including networking, collaboration, and end-user computing specialists, to resolve cross-functional issues and contribute to problem resolution

• Monitors network performance, conduct routine maintenance tasks, and apply patches and updates to network infrastructure and collaboration tools as required

• Assists in the development and maintenance of knowledge base documentation, troubleshooting guides, and standard operating procedures to enhance service desk efficiency and effectiveness

• Keeps up to date with industry trends, emerging technologies, and best practices in networking, collaboration, and end-user computing to provide high-quality support and contribute to continuous learning and development

• Adheres to IT service management processes and standards, including incident, problem, and change management procedures

Knowledge, Skills and Attributes:

• Applies knowledge and basic problem-solving techniques to define and resolve problems

• Works on problems of limited scope

• Strong knowledge of networking concepts and protocols, such as TCP/IP, DNS, DHCP, VLANs, routing, switching, video conferencing, and collaboration tools

• Familiarity with end-user computing technologies, including Windows and macOS operating systems, hardware troubleshooting, software applications, mobile devices, and printer configurations

• Proficiency in using network monitoring and troubleshooting tools, collaboration platforms, remote desktop tools, and incident ticketing systems

• Excellent problem-solving and analytical skills with the ability to think logically and troubleshoot issues effectively across multiple IT domains

• Strong customer service orientation, with the ability to communicate technical concepts to non-technical users in a clear and concise manner

• Ability to prioritize and manage multiple tasks, work under pressure, and meet deadlines in a fast-paced environment

• Effective teamwork and collaboration skills, with the ability to work closely with cross-functional teams and stakeholders

Academic Qualifications and Certifications:

• Bachelor's degree or equivalent in information technology, computer science, or a related field is preferred

• Relevant certifications such as CCNA, CompTIA Network+, Microsoft 365, or Cisco collaboration certifications are a plus

Required Experience:

• Basic experience in a service desk or helpdesk role, providing support in multiple IT towers, including networking, collaboration, and end-user computing

Skills Summary

IT Service Management (ITIL), Microsoft Office, Networking Concepts, Oral Communications, Trouble Ticketing, Written Communication

What will make you a good fit for the role?

Workplace type :

Hybrid 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.