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Desktop Support Engineer

4 months ago

Johannesburg, Gauteng, South Africa NTT Full time

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 Client Service Desk Analyst is responsible for monitoring client network infrastructures, receiving, assigning, and coordinating the successful resolution of requests (incidents, service requests, and events) logged by clients on the relevant monitoring system. This role plays an important role in ensuring that a quality professional level of service is maintained and that clients are satisfied. This role requires judgment in resolving issues in specific situations or in making recommendations to resolve varied but similar problems.

Working at NTT

Key Roles and Responsibilities:

  • Experience performing daily system monitoring and health checks for various products (i.e., network, security, etc.)
  • Triaging alerts and reporting of incidents
  • Analyzing real traffic and associated artifacts: malicious, normal, and application traffic and demonstrate the ability to differentiate malicious traffic from false positives
  • Correlate data points and determine if an event or incident (i.e., security or network) has occurred
  • Experience with up-to-date security best practices and hardening as it relates to protecting enterprise environments from the latest threat landscape
  • Understanding of how DNS works for both legitimate and malicious purposes
  • Understanding network protocols and traffic flow in an enterprise environment
  • Ability to communicate clearly (both verbal and written)
  • Required to work, day and night shifts.


Academic Qualifications and Certifications:

  • High School Qualification
  • 2-3 years' experience in IT-related position
  • A+ N+ Qualifications

Required Experience:

  • Demonstrated experience in a support desk role within an ICT service provider or contact centre environment
  • Demonstrated client service experience
  • Demonstrated working experience in an IT helpdesk, support desk environment
  • Demonstrated experience working with help desk/ticketing software

Skills Summary

Customer Service, First Call Resolution, Help Desk Support, Information Technology Infrastructure Library (ITIL), Interpersonal Communication, Ticketing Tool, Troubleshooting

Workplace type:

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.