IOC On Site Analyst

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

IOC onsite analysts are in place to provide an immediate response to incoming phone calls, monitoring alerts, and customer-submitted tickets for various incident and service requests, including hardware, software, Operating system, phones, and network issues. They act as a central point of contact between support teams and end users on a day-to-day basis, oftentimes supplementing established procedures with their own troubleshooting skills to identify and resolve technical problems.

What you'll be doing

ESSENTIAL FUNCTIONS:

• Second-level support focused on Incident and Problem Resolution
• Well-rounded technical knowledge of operating systems, including Windows Server, Linux, and Local area networks.
• Assisting with the fulfillment of Service Requests.  Responsible for resolving or escalating incidents promptly
• Attempt to identify the underlying causes of issues within the infrastructure of a system and how to resolve them
• Complete projects for incidents, problems, changes, and authoring correctly and on time
• Provide Onsite/Deskside support
• Fix problems (workstation, network, server) using their skills and troubleshooting ability.  
• Keeps track of lessons learned and shares those lessons by entering Knowledgebase and Use Case submissions

• Keeps affected business partners informed about progress. Potentially travels between customers' sites to investigate, troubleshoot, and fix any problem that cannot be fixed remotely. 
• Provide hardware and software support for all supported Personal Computer and Mobile Devices plus associated peripherals. 
• Provides basic support of telephony and UC systems, including the support of conference room audio video equipment. 
• Maintaining accurate hardware and software inventory and configuration information. 
• Comply with the company’s and the client's Quality Management System. 
• Comply with the company’s and the Client's Security Policies and Occupational Health, Safety, and Environment policies and procedures. 
• Other duties, as requested

Leadership and Team Focus

Remains at the forefront of emerging industry practices and technologies.  Provides recommendations on changes and design enhancements to improve reliability, security, processes, and performance.

Takes responsibility for meeting commitments; desires to succeed and has a history of meeting solutions by deadline. 

Builds respectful relationships with team members and clients.  Provides quality customer service above else; ensures an understanding between customer and NTT and helps provide workable solutions.

Promotes innovation, creativity, and effectiveness, always striving for continuous improvement.

QUALIFICATIONS:

• Bachelor’s degree or equivalent work experience. 2+ years of technical Admin work experience
• Advanced understanding of Microsoft Windows.  Microsoft Certified Professional Qualification (MCP) is preferred. 
• Intermediate knowledge of Active Directory/Windows Server
• Basic knowledge of Linux/Unix
• Advanced understanding of TCP/IP networking and standard services
• Analytic ability to diagnose problems and work independently to correct difficulties.
• Understanding of network monitoring tools, ability to discern a critical server/network failure from those with a lesser impact
• Strong analytical, problem-solving, and conceptual skills.
• Procedure and process driven, ability to follow processes and procedures and report when they are no longer accurate
• Strong customer focus. Must work well with customers of varying levels of technical expertise in high-pressure situations and complex environments.
• Excellent oral and written communication skills, with the ability to communicate to various levels of management and customers.
• Ability to adapt to changing business processes, technologies, and environments.
• Strong desire and ability to quickly learn, become competent in, and apply new skills.
• Must be proactive and able to work with minimal to no supervision.
• Ability to work in pressure situations.
• Available for full-time shift work, including afternoons and a rare occasional overnights
• Fluent in English, strong communication skills
• Technical Writing skills as well as some experience in training/teaching background
• Ability to lift 50 lbs. w/ reasonable accommodations. 
• Required to travel for training and onsite support. 

Workplace type:

On-site 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.