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IT Infra Support

2 weeks ago

Jakarta, Indonesia 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?**

"Coordinates diagnoses and troubleshoots incoming employee calls.

Provides support services to employees with technical problems and information technology issues involving desktop, laptop, or network services from local personnel or from employees using network remote access.

Provides timely resolution of problems or escalation on behalf of the customer to appropriate technical personnel.

Provides case status updates to management and end-users. Supports and maintains effective relationships with users.

Develops, documents, and implements standard operating procedures and customer service guidelines relating to IT support."

**Working at NTT**

IT Service Desk Specialists are responsible for providing technical assistance and support related to computer systems, hardware, or software. Responds to queries, runs diagnostic programs, isolates problems, and determines and implements solutions. These individuals ensure the timely restoration of service for NTT Ltd internal clients by managing requests (Incidents, Service Requests, Events, and Problems) through to successful completion.Key Roles and Responsibilities:
Assists with the problem management process by collating problem information and verifying client entitlements prior to creating a recording of a problem classification or category.
Assist with the writing of training manuals and updating known error documents.
Develop good relationships with key stakeholders, internally and externally.
Run diagnostic programs to resolve problems.
Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
Tracks requests and determines current activity on them.
Analyze and interpret the requests to ensure that the classification, prioritization, and escalation of the requests are correct.
Responsible for managing requests through to resolution within the required standards and conditions by coordinating product requests and liaising with relevant business colleagues to ensure resolution.
Keep up to date on developments in the technology environment.
Run reports to determine malfunctions that continue to occur.
Knowledge, Skills, and Attributes:
Knowledge of service desk procedures and related trouble-shooting protocols
Ability to work in a team to provide optimal service and support to employees
Be a self-starter that takes initiative, bringing both interpersonal skills and creative problem-solving skills along with great attention to detail
Client service orientation
Communicates clearly and effectively, maintains confidentiality, and interacts with employees professionally
Academic Qualifications and Certifications:
Relevant information technology or related degree
ITIL
Any other relevant certifications
Required Experience:
Service desk experience
Experience managing Active Directory users and groups
Experience troubleshooting Windows 10
Experience with basic networking concepts, such as IPv4, DHCP, and DNS
Experience managing Office 365 and/or G Suite a plus
Experience using Jira Service Desk a plus
Experience troubleshooting VOIP phones and conference room equipment a plus
Experience troubleshooting OS X a plus
Experience working with stakeholders across a variety of levels internally and externally

**What will make you a good fit for the role?**
- Diploma/Bachelor degree in computer science or engineering from a reputed university.
- Solid understanding of the full mobile development life cycle.
- More than 3 years experience as IT Support
- Excellent knowledge on operating system and troubleshooting
- Having good programming skills
- Good skills on SQL Server

**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.