Technical Support Representative

4 days ago

Central Singapore NTT Ltd Full time

At NTT we believe that by using innovative technology we can solve global challenges and create a world that is sustainable and secure. We are looking for curious people, from diverse backgrounds, that are keen to work in a fast-paced and agile environment.

At NTT we trust our employees to do the right thing, even when no one is watching, which is why we offer flexibility in the workplace. The majority of our roles are hybrid, meaning we encourage a balance of working from home and our local office. Ask our recruitment team if this is a hybrid role.

**Want to be a part of our team?**

The MS 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 MS Engineer (L1) focuses on first line support for standard and low complexity incidents and service requests.

Radford reference:
**POSTION SUMMARY**:
The Technical Support Representative role at Secure-24 is the Single Point of Contact (SPOC) for the IT support needs of our client base.

TSRs work in a fast-paced environment, and respond to incoming phone calls, chat support, monitoring alerts, and customer submitted tickets within defined Service Level Agreements (SLA).

**ESSENTIAL FUNCTIONS**:

- Proper handling of end user requests
- Keeping customers informed on the status of their requests
- Ability to talk-troubleshoot and type at the same time (solid documentation skills)
- Showing proper urgency for customer issues
- Resolution of level one issues - Following knowledgebase articles and procedures
- Identifying recurring issues
- Investigation of automated system alerts
- Troubleshooting and problem solving skills put to use daily
**Team Focus**:

- Person should desire to remain on the forefront of industry practices and technologies
- Takes personal responsibility for meeting commitments
- Ability to work quickly and accurately
- Motivated, wants to help people, desires to use new and creative ideas
- Eager to acquire new knowledge
- Responsible for meeting Technical Support Representative Scorecard Goals

**Qualifications**:

- Understanding of the basics of Active Directory, Microsoft Server OS
- Comprehension of network basics, such as TCP/IP, Ping, Trace Route
- 1+ Years of technical support or IT desk side support
- Solid troubleshooting skills
- Fluent in English, valid Michigan Driver’s License
- Ability to work in cross-functional teams
- Excellent oral and written communication skills
- Available for multiple shifts, including afternoons and/or overnights
- CompTIA+, Network+, or Security+ a bonus, but not required
**What will make you a good fit for the role?**

**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.

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