JOB DESCRIPTION
Make an impact with NTT DATA
Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can grow, belong and thrive.
Your day at NTT DATA
The Senior IT Data Centre Operations Technician provides customer service, troubleshooting, as well as incident escalation for all users contacting the 24 x 7 x 365 NOC environment. Reporting to the Senior Manager, Data Center Operation in Cloud and Security services the role will support engineers, project managers and customers with requirements for physical intervention in the UK Data Centres.
What you'll be doing
Key Responsibilities:
Serves as an escalation point from Senior Assistant IT Data Centre Operations Technicians and IT Data Centre Operations Technicians for investigation and/or troubleshooting of system and network issues to determine root cause and resolution. Elevates complex and/or high priority incidents or requests to appropriate personnel or support groups for timely resolution. Records required customer and problem information, updating records with appropriate journal entries of activities. Verifies that suggested solutions effectively resolve the users’ problems through verbal or email follow up. Thoroughly documents steps taken to resolve incidents. Develops and documents support procedures. Acts as point of contact for client and management escalations. Acts as communication coordinator and situation manager during any critical incidents call bridge events. Takes ownership of mini projects and ensures they are completed in a timely manner. Assist with builds (rack, stack and cable) and decomms. Keeps track of spares at designated site. Participates in training and mentoring of Service Desk Technicians and Associate Service Desk Technicians.
Knowledge and Attributes:
Ability to accommodate flexible work schedules. Proven ability to work independently and multi-task activities within a fast-paced environment. Ability to work well in a team environment. Strong customer service and interpersonal communication skills with a dedication to customer satisfaction. Strong knowledge of PC hardware, operating systems, and networking. Proficient with MS Office Suite (Word, Excel, PowerPoint and Project). Excellent problem-solving and troubleshooting skills. Excellent documentation skills.
Academic Qualifications and Certifications:
High School diploma or equivalent qualification. A+, Network + certification a plus.
Required Experience:
Advanced demonstrated experienced gained within a similar role, preferably a similar data center environment.
Workplace type:
On-site Working
About NTT DATA
NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.
Equal Opportunity Employer
NTT DATA 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, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.
