Ioc Technical Support Representative

NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future.

In today’s ‘iNTTerconnected’ world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve some of the world’s most significant technological, business and societal challenges.

With people at the heart of our success, NTT is committed to attracting and growing the best talent and providing an environment where everyone feels they can belong and their contribution matters.

**Want to be a part of our team?**

Responds to inbound, routine customer telephone inquiries regarding products, services, order status, and other general questions.

Typically uses scripted dialogue and may escalate inquiry to product support, billing, sales, or return/repair.

Log calls and updates customer account records.

At higher levels, may be asked to provide responses to submitted questions through outbound calling.

**Working at NTT**

**POSTION SUMMARY**:
The Technical Support Representative role at Secure-24 is the Single Point of Contact (SPOC) for the IT support needs of our client base.

TSRs work in a fast-paced environment, and respond to incoming phone calls, chat support, monitoring alerts, and customer submitted tickets within defined Service Level Agreements (SLA).

**ESSENTIAL FUNCTIONS**:

- Proper handling of end user requests
- Keeping customers informed on the status of their requests
- Ability to talk-troubleshoot and type at the same time (solid documentation skills)
- Showing proper urgency for customer issues
- Resolution of level one issues - Following knowledgebase articles and procedures
- Identifying recurring issues
- Investigation of automated system alerts
- Troubleshooting and problem solving skills put to use daily

**Team Focus**:

- Person should desire to remain on the forefront of industry practices and technologies
- Takes personal responsibility for meeting commitments
- Ability to work quickly and accurately
- Motivated, wants to help people, desires to use new and creative ideas
- Eager to acquire new knowledge
- Responsible for meeting Technical Support Representative Scorecard Goals

**Qualifications**:

- Understanding of the basics of Active Directory, Microsoft Server OS
- Comprehension of network basics, such as TCP/IP, Ping, Trace Route
- 1+ Years of technical support or IT desk side support
- Solid troubleshooting skills
- Fluent in English, valid Michigan Driver’s License
- Ability to work in cross-functional teams
- Excellent oral and written communication skills
- Available for multiple shifts, including afternoons and/or overnights
- CompTIA+, Network+, or Security+ a bonus, but not required

**What will make you a good fit for the role?**

**A career at NTT means**:

- Being part of a **global pioneer -** where you gain exposure to our Fortune 500 clients and world-leading global technology partners and work with a network of over 40,000 smart and diverse colleagues across 57 countries, delivering services in over 200 countries.
- Being at the forefront of **cutting-edge technology -** backed with a 150-year heritage of using technology for good. With 40% of the world’s internet traffic running on our network and where Emoji were first invented, you can be proud of the group’s many new ‘firsts’.
- ** Making a difference -** by doing meaningful work that helps to shape the future for our clients, and across industries and communities around the world.
- Being **your best self -** in a progressive ‘Connected Working’ environment that promotes flexibility, connection and wellbeing. Where diversity and different perspectives are embraced to ensure equal opportunities for all.
- Having ongoing opportunities to **own and develop your career -** with a personal and professional development plan and access to the broadest learning offerings in the industry.