Senior Technical Support Engineer

Join NTT DATA

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.

Key Responsibilities

Customer Satisfaction

• Proactively communicate any service related issues with partner clients
• Ensure proactive service monitoring of all client services and identify upsell or cross sell opportunities to improve client experience
• Resolve service problems by clarifying the customer's complaint, determining the cause, selecting and explaining the best solution, expediting correction or adjustment, and following up to ensure resolution
• Manage, escalate, and drive satisfactory resolution of customers' technical support, service, and infrastructure issues related to Internet Solutions services and technology
• Identify, assess, and communicate clients' needs to enhance satisfaction levels
• Ensure 95% resolution of all customer issues for all SRs, with acknowledgment within 15 minutes
• Ensure 90% of all incidents reported by customers are resolved within 3 hours and proactively managed

Client Experience & Retention

• Provide day to day reports, identify risks for allocated clients, and assist other departments in resolving customer issues to support retention
• Recommend potential services by collecting customer information and analyzing customer needs
• Identify sales opportunities and upsell or cross sell IS products by proactively scoping technical solutions that address customer requirements and optimize value
• Work closely with retention teams (Solution Architects, Client Success Managers, Project Managers) to enhance client experience across all touchpoints
• Build and maintain strong relationships and trust with new and existing accounts
• Apply strong business acumen supported by advanced industry and technical knowledge to derive maximum value

Service Improvement

• Prepare, recommend, and implement service improvement initiatives for the client portfolio
• Enhance client retention through quarterly Strategic Client Meetings for assigned accounts
• Identify, evaluate, and recommend improvement options, implementing them when required
• Document minutes of client meetings, outline resolution plans, and provide feedback to clients
• Attend all internal partner service review meetings
• Improve client solutions, document client setups, and deliver quality reporting
• Organize technical discussion meetings to share technology trends and explore ways to optimize and improve services

Qualifications, Skills and Experience

Degree in Information Technology, Information Systems, Computer Sciences, Telecommunication, or a related discipline

Advanced certification in Cisco, Microsoft Applications, Security, and Voice Solutions

Practical experience with large enterprise solutions such as SD-WAN, MPLS, Network Security, Cisco, VC, and VOIP

3–4 years of experience in the IT industry, specifically in network infrastructure support and maintenance

Customer service skills and training with strong oral and written communication abilities

Excellent organizational skills

To thrive in this role, you need to have:

• Self-driven and result-oriented
• Strong customer support and client-relationship skills
• Effective verbal and written communication skills
• Strong focus on building internal and external relationships
• Willingness to learn new things and share knowledge
• Team player
• Confident and decisive
• Strong problem-solving and analytical skills

Workplace type: Hybrid Working

About NTT DATA

NTT DATA is a $30+ billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. Our consulting and industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is part of NTT Group, which invests over $3 billion each year in R&D.

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, color, 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.

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