Want to be a part of our team
The role of Platform Support Engineer (L3) exercises excellent customer service skills along with the ability to apply technical knowledge to support processes such as Request, Incident, Problem, Change, Event, Configuration, Asset, Service Catalogue, Knowledge, and Service Portal, as well as custom scoped applications that deliver enterprise-wide business processes to NTT customers. The incumbent within the role is knowledgeable about IT Service Management, has solid experience with various technologies.
Working at NTT
Key Roles and Responsibilities:
- Provides support to users/administrators of the NTT platform
- Supports and contributes to the growth of best practices for delivery of support services
- understanding of NTT platform, Cloud technologies and troubleshooting practices to ensure successful resolution of challenging technical situations
- Acts as a customer advocate, prioritizing and managing assigned incidents and escalations in queue with little or no supervision
- Engages with the cross functional teams such as operations and engineering to build, drive and improve tools and processes for quicker issue resolution
- Mentors less experienced team members in the various technologies
Knowledge, Skills and Attributes:
- Solid working knowledge of the components in cloud/web applications
- understanding network monitoring connectors such as SCOM, Solarwinds etc.
- understanding of SNMP traps and MIBs/OIDs
- Ability to understand and modify basic XML, JSON, Regular Expressions (RegEx)
- Strong understanding of the HTTP/HTTPS Request and Response Cycle
- Good understanding of database concepts
- A fundamental understanding of ITSM, CMDB and ITIL business process
- Strong troubleshooting/root cause isolation skills
- Demonstrated creative problem-solving approach and strong analytical skills
- Must be proficient with analysing log files and standard debugging concept
- Familiarity with tools and practices of the trade such as incident management, knowledgebase, defect and escalation management
- Solid understanding of email infrastructure/protocols
- Seasoned, experienced professional; has complete knowledge and understanding of area of specialization
- Uses evaluation, judgment, and interpretation to select right course of action
- Solid understanding of Web Services REST and SOAP and Authentication mechanisms Single Sign-on, LDAP
- Must have basic object-oriented programming skills (Java strongly preferred)
- Excellent written and verbal communication skills with the ability to clearly articulate solutions to technical problems
- Ability to multi-task and work with high-value customer administrators and developers
- Should be a team player working efficiently in a collaborative environment
- Strong personal commitment to quality and customer service
- Proven ability to maintain a professional demeanour when handling complex user issues
Academic Qualifications and Certifications:
- Bachelor's degree or equivalent in Information Technology/Computer Science or related
- ITIL v3 certification
Required Experience:
- Seasoned experience providing customer facing technical support
- Seasoned demonstrated experience providing web development support is highly desirable
- Seasoned demonstrated experience working with the ServiceNow platform (ITSM, ITOM, CSM and FSM)
Skills Summary
Communication, Customer Service, Knowledge Management, System Administration, Technical Problem-Solving, Ticket Management, Troubleshooting
Workplace type:
Hybrid 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
