Technical Support Representative

5 months ago

Port Elizabeth, South Africa NTT Full time

**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.

**Your day at NTT DATA**

Technical Support Representative is responsible for providing a managed service to clients to ensure that their IT infrastructure and systems remain operational through proactively identifying, investigating, and resolving technical incidents and problems and restoring service to clients by managing incidents to resolution. Their primary objective is to ensure zero missed service level agreement conditions. The Technical Support Representative focuses on first-line support for standard and low complexity incidents and service requests. This role focusses across two or more technology domains - Cloud, Security, Networking, Applications and / or Collaboration etc.

This role may also contribute to / support on project work as and when required.

**What you'll be doing**

The Technical Support Representative is responsible for technical support and troubleshooting for our clients in order to ensure that their systems are running smoothly. You'll also be responsible for keeping up-to-date with new technology and developments within the industry.

**Key Roles and Responsibilities**:
**Execute approved maintenance activities**

The Technical Support Representative will execute approved maintenance activities. These activities could include system patching, system upgrades including software deployment or configuration changes. Taking direction from their team leader or senior team members, they will execute the maintenance activities assigned to them.

**Ensure resolution of incidents and requests**

**Shift handover**

The Technical Support Representative will be required to work shifts and will be required to follow the required handover procedures for shift changes to ensure service continuity. They complete and maintain any shift handover schedules.

**Knowledge Management**

They will utilize knowledge management systems as part of all work activities to ensure adherence to agreed procedures. They will proactively identify opportunities for additions, modifications or improvements to knowledge management systems in order to reduce incident resolution time and increase the number of activities that can be completed.

**Quality Management**

They will proactively identify opportunities for work optimization including opportunities for automation of work, request fulfilment and incident resolution tasks performed by L2+ that could be completed by L1, opportunities for repeat incident avoidance and other general process improvement opportunities.

**Academic Qualifications**
- Diploma, degree, or relevant qualification in IT/Computing (or demonstrated equivalent work experience)
- ITIL
- CCNA

**Required Experience**:

- 1 to 2 years of experience with troubleshooting and providing support required in network/ data centre/ systems/ storage administration and monitoring Services within a medium to large ICT organization.

**Workplace type**:
On-site Working

**About NTT DATA**

**Equal Opportunity Employer

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