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
The Collaboration Managed Services Engineer (L1) 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 to restore service to clients by managing incidents to resolution. Their primary objective is to ensure zero missed service level agreement conditions. The Collaboration Managed Services Engineer (L1) focuses on first line support for standard and low complexity incidents and service requests.
Radford reference:
Performs IT functions such as design, analysis, evaluation, testing, debugging and implementation of applications programs supporting the company infrastructure business processes and operations and/or network-based (cloud) product systems. Analyzes, installs, acquires, modifies and supports operating systems, database or utilities software. Plans, conducts and directs the analysis of business problems with automated systems solutions. Analyzes, designs, acquires and implements projects for LAN and/or WAN systems. Plans, designs, acquires and implements telecommunications voice/wire systems. At higher job levels, may contribute to the development, testing, evaluation or design of system or infrastructure architecture used throughout the IT solution set.
What You'll Be Doing
Key Roles and Responsibilities:
- Monitors client infrastructure and solutions
- Identify problems and errors prior to or when they occur
- Routinely identify common incidents and opportunities for avoidance as well as general opportunities for incident reduction
- Investigate first line incidents assigned and identify the root cause of incidents and problems
- Fulfill approved requests following agreed procedures
- Provide telephonic or chat support to clients when required
- Execute approved maintenance activities including patching and configuration changes
- Follow the required handover procedures for shift changes to ensure service continuity
- Report and escalate incidents where necessary
- Ensure the efficient and comprehensive resolutions of incidents and requests
- Proactively identify opportunities for work optimisation
- Update existing knowledge articles or create new ones
- Identify opportunities for work optimisation including opportunities for automation of work, request fulfilment, incident resolution and other general process improvement opportunities.
Knowledge, Skills and Attributes:
- Ability to communicate and work across different cultures and social groups
- Ability to plans activities and projects well in advance, and takes into account possible changing circumstances
- Ability to maintain a positive outlook at work
- Ability to work hard and put in longer hours when it is necessary
- 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 adapt to changing circumstances
- 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
- Advanced diploma, degree, or relevant qualification in IT/Computing (or demonstrated equivalent work experience) OR
- Diploma/ degree holders preferably in IT/ Computer Science - open to consider fresh graduates
- Minimum 1-2 years of related IT helpdesk/ customer service working experience is highly preferred but not a must
- Japanese Language Proficiency Test (JLPT) minimum N2 level required
- Daily Conversational English
Advantageous Certifications
- MS-Office, MS-Outlook
- MS-Active Directory
- MS-Windows Server
- MS-Azure
- MS-Exchange Server
Workplace type:
Hybrid Working
About NTT DATA
NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.
Equal Opportunity Employer
NTT DATA 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, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.
