Team Lead - Deskside Support Engineer at NTT DATA

Shibuya, , Japan -

Full Time

Start Date

Immediate

Expiry Date

05 Jan, 26

Salary

0.0

Posted On

07 Oct, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Deskside Support, Technical Support, Networking, Windows OS, Mac OS, Mobile Device Management, User Coaching, Self-Service Tools, Office 365, AV Equipment, Customer Service, Communication Skills, ITIL Framework, ITSM Tools, Japanese Language, English Language

Industry

IT Services and IT Consulting

Description

Provide support on IT request and break-fix to NTT's customer employees in person and through phone calls, chats and emails. Provision new users with hardware, software, and account setup. Provide onsite and remote support for multiple locations. Troubleshoot and resolve a variety of technical problems including networking. Provide technical support for mobile device issues using ABM and Samsung KNOX, including setup, configuration, connectivity, and application troubleshooting. Proficiency with Windows and Mac operating systems, common desktop applications, and basic networking knowledge. User Coaching: Conduct one-on-one or group training sessions to help users improve their technical skills and better understand the tools and applications they use. Self-Service Adoption: Promote and increase the adoption of user self-service tools and resources, reducing the dependency on direct IT support. Office 365 Consulting: Serve as a consultant for Office 365 products, assisting users in maximizing the benefits of tools such as Outlook, Teams, OneDrive, SharePoint, and other Office 365 applications. Set up, configure, and troubleshoot AV equipment for meetings, presentations, and events. Provide on-site and offsite technical support during events to ensure smooth operation of all AV equipment and systems. Perform regular maintenance and testing of AV equipment to ensure reliability and optimal performance. Work closely with event organizers to understand technical requirements and ensure all AV needs are met. Assist in the planning, implementation, and troubleshooting of AV system upgrades to ensure seamless transitions and enhanced functionality. Provide dedicated and personalized desktop support to VIP users, ensuring prompt resolution of technical issues and exceptional service quality. Perform & support continuous improvement including innovation & solutioning to increase efficiency and quality of deliverables. Provide excellent customer service, maintaining a positive and professional demeanour while addressing user concerns and requests. Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users. Strong customer service orientation, with a commitment to resolving user issues promptly and professionally. 5 years of experience in Software and hardware troubleshooting, Windows OS in Desktop or Deskside Support environment. 3+ years of experience in team leadership Good understanding of ITL Framework is a must Experience in using ITSM Tools like Service Now, Remedy etc. Good communucation skills of Japanese and English (read, write, & spoken).

Responsibilities

Provide IT support and troubleshooting for customer employees both in-person and remotely. Conduct training sessions and promote self-service tools to enhance user experience and efficiency.