Desktop Support Engineer

Req ID: 348581 

NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a Desktop Support Engineer to join our team in Singapore, Central Singapore (SG-01), Singapore (SG).

Job Description:

1. Responding to client support requests.
2. Contacting clients to find out the nature of the problem.
3. Traveling to the client’s location or connecting via a remote link.
4. Troubleshooting hardware and software issues.
5. Installing and maintaining hardware and computer peripherals.
6. Installing and upgrading operating systems and computer software.
7. Troubleshooting networking and connection issues.
8. Advising on software or hardware upgrades.
9. Providing basic training in computer operation and management.
10. Completing job reports and ordering supplies.
11. Provide network technical support for complex network related incidents, changes and projects
12. Troubleshooting of Cisco and wireless technology, network routing and switching
13. Coordinate with higher, peer and subordinate elements to troubleshoot, modify or establish LAN/Voice/Video services in support of the mission.
14. Implement and maintain networked systems, including configurations, supporting / troubleshooting network problems and coordinating with vendors for installation of such items as routers, bridges, concentrators and switches
15. Deploy, test, maintain, monitor, and troubleshoot telecommunications equipment and network to include but not limited to: Cisco Unified Communications Manager, Unity voicemail, Voice Gateways, Cisco router/switch, Jabber, Telepresence, and Codian MCU devices. Avaya phones, Avaya Media Gateway
16. Manage, operate and maintain LAN/Voice/Video services for the Command.
17. Provide and manage a secure, high performance network, for services including VoIP, QoS, CoS, LAN’s, SBC’s, traditional TDM and SIP.
18. Manage and drive remediation efforts related to information security, remediation may be from incidents, penetration tests, vulnerability scans, internal/external audits and other assessments

Desktop Support Engineer Responsibilities: (DSS)

Responding to client support requests.
Contacting clients to find out the nature of the problem.
Traveling to the client’s location or connecting via a remote link.
Troubleshooting hardware and software issues.
Installing and maintaining hardware and computer peripherals.
Installing and upgrading operating systems and computer software.
Troubleshooting networking and connection issues.
Advising on software or hardware upgrades.
Providing basic training in computer operation and management.
Completing job reports and ordering supplies.

Desktop Support Engineer Requirements:

Bachelor’s degree in computer science or information technology.
Proven work experience as a desktop support engineer or support technician.
Advanced knowledge of computer hardware systems, chipsets, memory modules, and peripherals.
Knowledge of popular operating systems, software applications, and remote connection systems.
Ability to solve complex hardware and software issues.
Ability to travel and work after hours when necessary.
Excellent interpersonal skills.
Good written and verbal communication skills.

Accountabilities:

• Supervise and manage an IT desktop support team unit to achieve operational outcomes. Manage the day-to-day work activities of the team, including timelines, expected customer experience, prioritizing and allocating workflow. Provide timely and effective advice, information and expert technical interpretation on complex IT desktop support matters, in a manner easily interpreted by stakeholders. Place the customer at the center of all decision making, and effectively assist and respond to customers who may have limited knowledge and/or skills in the area of IT desktop support.
• Be the key IT Desktop Support point of contact for the client portfolio and proactively partner with leaders to fully understand, anticipate and be responsive to their business needs. Review all feedback channels regularly to gauge customer experience and service quality. Manage complex and competing demands with multiple stakeholders and actively manage systems for logging, monitoring, resolving and referring IT desktop support activities. Evaluate and respond to complex or contentious operational or service delivery issues to ensure that financial, reputational and business risks are minimized. Monitor, review and analyze incident management performance metrics and recurring issues/requests. Proactively make recommendations for prevention and resolution. Manage the consistent use of agreed tools and methods to address and resolve user identified problems.
• Supervise and provide IT desktop support for a range of devices, hardware, software, network, systems and other computing related technologies. Services include technical support in the diagnosis and resolution of complex software and hardware incidents, requests and problems. Troubleshoot and provide fast support via remote desktop connections. Plan and oversee hardware/software/maintenance assessments and schedules including patching, cleaning, data recovery, upgrades and testing. Ensure antivirus installation, scans and monitoring and other security protocols as per required standards. Collaborate with colleagues and TechRoom/Smarthands and other departments to achieve issue resolution, escalation and compliance as appropriate.
• Coordinate and oversee user accounts creation, monitoring and maintenance, access levels and permissions, and implementation of systems resource use policies in accordance with security procedures and delegations.
• Collaborate with different client departments and Central Operations to coordinate, schedule, install, configure, integrate and analyze end user hardware and/or software, devices, peripherals and applications. Monitor installations effectiveness and compliance, and ensure configuration management records are maintained.
• Oversee and provide (where applicable) end user specialist research IT infrastructure and interface support including support for specific applications (e.g. finance, student, HR systems).
• Provide local IT asset management support and administration in accordance policies and procedures in place. with IT Services Division, and Procurement & Licensing Office requirements. Manage and oversee the provision of disposal; removing data from equipment, dismantling equipment, and arranging transportation for re-purposing or disposal in accordance with security, environment, health and safety procedures and standards.
• Develop, plan and manage IT Desktop Support projects and programs. Coordinate and implement backup and disaster recovery solutions as per procedures. Coordinate and respond to service interruptions, and other critical situations to re-establish system functionality. Contribute to business continuity and disaster recovery plans.
• Develop and maintain knowledge and technical capability across diverse and dynamic hardware, technologies, platforms and applications. Maintain awareness of industry developments, and emerging technologies and systems. Manage and support the validity of IT reference, knowledgebase and training materials to ensure team members access and apply up-to-date solutions for known issues; and stakeholders have increased resolution at first point of contact.
• Seek opportunities for enhancing the IT Desktop Support services through collaboration with peer Team Leaders, IT colleagues and other stakeholders, so as to maximize efficiency, leverage collective knowledge, and
• Deliver integrated client services
• Perform as the Departmental Health & Safety Officer, first aid and/or fire warden duties (if required); and ensure reasonably practicable steps are taken to create a safe and healthy work environment

About NTT DATA

NTT DATA is a $30 billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. our consulting and Industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is a part of NTT Group, which invests over $3 billion each year in R&D.

Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client’s needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in-office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees. NTT DATA recruiters will never ask for payment or banking information and will only use @nttdata.com and @talent.nttdataservices.com email addresses. If you are requested to provide payment or disclose banking information, please submit a contact us form, https://us.nttdata.com/en/contact-us.

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