Technical Support Representative - NTT America Solutions, Inc. - Port Elizabeth

Want to be a part of our team? Dimension Data is a proud member of the NTT Group, a global IT powerhouse headquartered in Japan. As part of NTT, we deliver a wide range of IT services and solutions to clients around the world. Although the Dimension Data brand was retired in some parts of the world in 2019, it remains well recognized in the Middle East and Africa. Join us and become part of the NTT family as we continue to provide innovative solutions that help our clients achieve their business objectives. Working at NTT 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 Investigate incidents assigned to them and apply appropriate procedures to resolve them. Apply standard operating procedures for service requests. Ensure efficient and comprehensive resolution of incidents and service requests. This could involve resolution following agreed procedures calling on their own technical skills and competency or ensuring that resolution is completed by coordinating with other team members. They will also report and escalate issues to 3rd party vendors if necessary. They take full ownership for managing the incident to resolution within the service level conditions. Where necessary, they escalate incidents and requests to a resolver group or other functional teams. Provide continuous feedback to clients and affected parties and update all systems and/or portals as prescribed by Dimension Data procedures. 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. dimensiondatacareers Skills Summary API Integration, Cisco Routers and Switches, Cloud Infrastructure, Cloud Networking, Cloud Security, Cloud Services Management, Computing, Database Tuning, Firewalls, Infrastructure Deployment, Internet Access, Linux, Local Area Network (LAN), Networking Solutions, Network Support, Palo Alto Networks Prisma Access Secure Access Service Edge (SASE), Performance Optimizations, Routing Protocols, SAP Expertise, TCP/IP Networking, Troubleshooting What will make you a good fit for the role? Workplace type : On-site Working 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 Is innovation part of your DNA? Do you want to enable a connected future for people, organizations, and society? Join our growing global NTT family and you'll be part of the world's largest ICT company (by revenue). We've combined the capabilities of 28 remarkable companies to become one, leading technology services provider. Together, we help our people, clients, and communities do great things with technology to create a more secure and connected future. We employ 40,000 people across 57 countries. By bringing together the world's best technology companies and emerging innovators, we work together to deliver sustainable outcomes to businesses and the world. Innovation is part of our DNA. We believe it's key to what makes us different. So, we strive to move forward, challenge the status quo, and drive excellence through the technologies we integrate and the services we deliver around the world. The result is connected cities, connected factories, connected healthcare, connected agriculture, connected conservation, connected mobility, and connected sport. Together we enable the connected future. You'll be joining a global employer that is committed to attracting, growing and keeping the best talent. A place where you will be at the heart of our success Apply Now

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Technical Support Representative - Port Elizabeth

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