Technical Specialist - MS, Security

Join NTT DATA and make an impact by providing technical support to clients and resolving technical incidents and problems. The role involves managing tickets of low to high complexity and ensuring a high level of service to clients.

Requirements

• Provide technical support to field engineers, technicians, and product support personnel
• Respond to situations where first-line product support has failed to isolate or fix problems
• Report design, reliability, and maintenance problems or bugs to design engineering/software engineering
• Provide support to customers/users where the product is highly technical or sophisticated in nature
• Manage tickets of low to high complexity
• Identify problems and errors prior to or when it occurs and log all such incidents in a timely manner
• Assist in analyzing, assigning, and escalating support calls
• Investigate third line support calls assigned and identify the root cause of incidents and problems
• Report and escalate issues to 3rd party vendors if necessary
• Provide onsite technical support to clients and provide field engineering services to clients
• Conduct a monthly random review of incidents and service requests, analyze and recommend improvement in quality
• Provide continuous feedback to clients and affected parties and update all systems and/or portals as prescribed by NTT