IT Support Resident Engineer- Jeddah

at  NTT Data

MAKE AN IMPACT WITH NTT DATA

Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can grow, belong and thrive.

KNOWLEDGE AND ATTRIBUTES:

• Proven experience in a technical support or helpdesk role.
• Strong knowledge of Windows operating systems.
• Familiarity with network protocols and troubleshooting tools.
• Ability to work independently and as part of a team.
• Strong organizational skills and attention to detail.
• Ability to communicate well and to capture all pertinent details when required.
• Ability to explain procedures and technical details to both technical and non-technical audiences in a concise and clear manner.
• Excellent interpersonal skills with the ability to foster and maintain solid stakeholder relationships.
• Passion for achieving or exceeding expectations.
• Excellent 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.

ACADEMIC QUALIFICATIONS AND CERTIFICATIONS:

• Bachelor’s degree or relevant qualification in IT/Computing, or related field.
• Relevant IT Certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, or similar are a plus.

REQUIRED EXPERIENCE:

• Seasoned experience required in diagnosis and troubleshooting.
• Seasoned experience interacting and working closely with a variety of internal and external stakeholders at different levels in the business.
• Seasoned technical experience with a variety of technologies, for example (but not limited to) Meeting Room Technologies and Microsoft 365.
  NOTE: This role will be based in Jeddah, Saudi Arabia
  Workplace type:
  On-site Working

KEY RESPONSIBILITIES:

• Provide first-line technical support to end users via phone, email, and in-person.
• Diagnose and resolve hardware and software issues on desktops, laptops, and mobile devices.
• Install, configure, and maintain operating systems, software applications, and hardware.
• Assist with network connectivity issues, including Wi-Fi and VPN troubleshooting.
• Manage user accounts and permissions in Active Directory and other systems.
• Document support requests and resolutions in the ticketing system.
• Conduct training sessions and create user guides to help end users understand and utilize IT resources effectively.
• Collaborate with other IT team members to escalate and resolve complex issues.
• Stay updated with the latest technology trends and best practices in end user support.
• Focuses on ensuring all lines of support for more complex incidents, requests, events, and/or problems through the effective coaching and training of IT Technical Support Engineers.
• Undertakes regular reviews to ensure that the assigned infrastructure is configured, installed, tested, and operational. Ensures that the software is installed and configured in line with business requirements.
• Proactively identifies problems, events, incidents, and errors prior to or when they occur.
• Fosters good relationships with all stakeholders including vendors, carriers, and colleagues.
• Resolves calls and identifies the root cause of incidents, events, and problems to ensure proactive future management.
• Ensures the efficient and comprehensive resolution of incidents, problems, events, and requests.
• Reports and escalates complex issues to 3rd party vendors.
• Provides continuous feedback to clients, affected parties and update all systems and/or portals as prescribed by standard procedures.
• Proactively supports the service desk by receiving calls and incidents, problems, requests, and events when required.
• Ensures the resolution and recovery of an incident in line with the relevant processes and service level agreements.
• Updates incidents, requests, problems, and/or events with progress and resolution details.
• Performs any other related task as required.