It Support Engineer (l1)

Your day at NTT DATA

• The IT Support Engineer will be responsible for providing onsite technical support to end-users, ensuring the smooth operation of IT systems, hardware, software, and network infrastructure at the client site. The role requires excellent client engagement skills, strong communication abilities, and a customer-centric approach to delivering high-quality IT support services.

Key Responsibilities

• Provide first and second-line technical support to end-users.
• Diagnose and resolve hardware, software, network, and system-related issues.
• Install, configure, and maintain desktop, laptop, printer, and peripheral devices.
• Manage and resolve incidents and service requests within agreed SLAs.
• Perform user account administration and access management.
• Support Microsoft Windows operating systems and Microsoft 365 applications.
• Troubleshoot network connectivity issues (LAN, WAN, Wi-Fi, VPN).
• Escalate complex technical issues to relevant teams where necessary.
• Maintain accurate documentation of incidents, resolutions, and IT assets.
• Conduct routine system checks and preventive maintenance.
• Participate in IT projects, upgrades, deployments, and migrations.
• Build and maintain strong relationships with client stakeholders.
• Provide technical guidance and user training where required.
• Ensure compliance with IT policies, procedures, and security standards.

Minimum Requirements

Qualifications

• Degree in Information Technology, Computer Science, Information Systems, or a related field.
• Relevant IT qualification will also be considered.

Certifications

• CompTIA A+ Certification (Essential)
• CompTIA Network+ (N+) Certification (Essential)
• ITIL Foundation Certification (Essential)

Experience

• Minimum 3 years' experience in an IT Support Engineer, Desktop Support Engineer, IT Technician, Service Desk Engineer, or similar role.
• Experience working in a client-facing environment.
• Proven experience supporting end-users in a corporate environment.