DirecciónWant to be a part of our team?
Provides technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing, and debugging complex electro / mechanical equipment, computer systems, complex software, or networked and / or wireless systems.
Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software.
Reports design, reliability, and maintenance problems or bugs to design engineering / software engineering. May be involved in customer installation and training.
Provides support to customers / users where the product is highly technical or sophisticated in nature.
Working at NTT
Responsibilities
Respond to calls / emails / chats received from customer and address the customer needs or route the request accordingly
Provide technical support on operational or maintenance of a personal computers / Applications / other products / peripherals
using documented procedures and available tools
- Routinely identify common incidents and opportunities for avoidance as well as general opportunities for incident reduction
- Investigate first line incidents assigned and identify the root cause of incidents and problems
Use appropriate troubleshooting techniques by using the relevant FAQs and tools to identify and isolate the defects and follow
guidelines on dispatching onsite engineer, if need arises
Responsible to meet customer SLAs agreed in place
Responsible for setting customer expectation and escalate issues in case of need / process related to the higher level to resolve
the issue to the customer's complete satisfaction
- Appropriately log all calls accurately in helpdesk database / CRM / ticketing system for proper customer management
- Monitors client infrastructure and solutions
Academic Qualifications
- Diploma / degree holders preferably in IT / Computer Science - open to consider fresh graduates
- Minimum 1-2 years of related IT helpdesk / customer service working experience is highly preferred but not a must
- Basic IT Skill; using PC on daily basis
- Language requirement :
For non-native (local / Japanese-speaking candidates) : Advanced to fluent level in Japanese language (reading, writing &
speaking, minimum JLPT N3 is required)
For Japanese native candidates : Intermediate to business level English
Advantageous Certifications (not mandatory, but good to have)
- Up-to-date and relevant ITIL certification
- COMPTIA
- Any certificate related to M
- Service Desk Analyst
- BJPT (Business Japanese Proficiency Test)
Advantageous Experience
Experience in customer service especially in Japanese
Skills Summary
API Integration, Cisco Routers and Switches, Cloud Infrastructure, Cloud Networking, Cloud Security, Cloud Services Management, Computing, Database Tuning, Firewalls, Infrastructure Deployment, Internet Access, Linux, Local Area Network (LAN), Networking Solutions, Network Support, Palo Alto Networks Prisma Access Secure Access Service Edge (SASE), Performance Optimizations, Routing Protocols, SAP Expertise, TCP / IP Networking, Troubleshooting
What will make you a good fit for the role?
Remote Type :
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
