Network Support Engineer at NTT Ltd

The Network Support Engineer is a developing subject matter expert, responsible for providing a service to internal clients to ensure that the IT infrastructure and systems remain operational. This role proactively identifies, investigates, and resolves technical incidents and problems and restoring service to clients by ensuring these incidents are managed to resolution.

Key responsibilities:

• Receives support queries through available interaction channels, diagnoses, identifies, isolates and resolves issues that could be associated with WAN/LAN solution functionally such as network connectivity, application errors, database or data errors, message flow, firmware, software application errors and server performance.
• Through defined periodic reviews, follow ups and update of the tickets within the client management system for assigned cases to ensure resolution within SLA.
• Provides qualitative unique, proprietary solutions and solutions support for all customer queries /complaints and meet aimed at achieving the defined quality assurance standards.
• Works with internal/external networks & system engineering teams, senior support engineers and team leaders to identify and isolate root cause and support implementation of solutions that have not been solved.
• The NSE’s also validates the fix for customer problems. Typically working closely with different systems and service provider teams to apply the patch / upgrade or support change of systems or development of servers and network devices to achieve customer satisfaction.
• Provides detailed incident/issue reports, and recommendations or any other feedback to internal and external clients on handled cases in a defined neat and timely manner.
• Is required to achieve agreed upon individual Key Performance Indicators & Service Level Agreements aimed at supporting the Team Leader and Senior engineers in the team to achieve agreed upon global KPIs and quality standards to maximize customer satisfaction and revenue retention and growth.
• Identify, pursue or recommend avenues for potential business or revenue generation in the course of customer interaction.
• Any other duties that may be assigned.

To thrive in this role, you need to have:

• Ability to communicate well and to 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 takes 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 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 latest relevant IT technology, trends and best practices.