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The role of Platform Support Engineer (L2) 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, and has 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
- understands the 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
- Engages with the cross functional teams like operations and engineering to build, drive and improve tools and processes for quicker issue resolution
Knowledge, Skills and Attributes:
- Good working knowledge of the components in cloud/web applications
- Demonstrated ability to troubleshoot the difficult technical issues
- Demonstrated exposure to 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)
- understanding of protocols such as HTTP, TCP, FTP/SFTP, SOAP and REST
- Solid understanding of object-oriented programming skills (Java strongly preferred)
- 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
- Proficient with analysing log files and standard debugging concept
- Experience providing web development support is highly desirable
- Familiarity with tools and practices of the trade such as incident management, knowledgebase, defect and escalation management
- Excellent communication skills (verbal and written)
- Applies learned techniques, as well as company policies and procedures to resolve a variety of issues
Academic Qualifications and Certifications:
- Bachelor’s degree or equivalent in Information Technology/Computer Science or related
- ITIL v3 certification
Required Experience:
- Moderate level experience providing customer facing technical support
- Moderate level experience working with the ServiceNow platform (ITSM, ITOM, CSM and FSM)
- Moderate level experience providing SaaS support is desirable
Skills Summary
Communication, Customer Service, Knowledge Management, System Administration, Technical Problem-Solving, Ticket Management, Troubleshooting
Workplace type:
Remote 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
