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    Software Development Analyst - noida, India - NTT DATA Services

    NTT DATA Services
    NTT DATA Services noida, India

    3 weeks ago

    NTT DATA Services background
    Description

    This position will be responsible for providing remote Level 2 technical support in form of responding to customer calls or emails, incident triage and acknowledgement, status updates and other ITIL based L2 activities, for the Sensormatic Solutions Loss Prevention & Security products implemented at Retail customers premises, globally.

    Skills Summary :

    • 5 Years of L2/L1 Support experience in End user support/Desktop support – Windows operating system - Local and Network Installation, Internet explorer, TCP/IP, DHCP, Device Manager, Registry editor, User Manager, Admin Commands
    • 3 Years as L2/L1 Support Specialist in End user support/Desktop support – Hardware that includes Video conference, Standard Desktop and laptop, Printer, Plotter, Scanner, Desk Phone, IMAC-D etc

    Mandatory Skills and Experience:

    • Bachelors in CS or IT or equivalent
    • CCNA (Collaboration/Security/Cloud) or MCSE (Business Applications/Cloud Platform and Infrastructure) or similar certification
    • Minimum 5 years of ITIL based full cycle remote L2 Technical Support involving enterprise level both H/W and S/W systems.
    • Have experience on L2 support for enterprise Electronic Article Surveillance and CCTV security systems.
    • Strong hardware diagnostics skill involving remote EAS systems.
    • Must possess a solid understanding of Microsoft Windows server and desktop operating systems.
    • Ability to interact with customers professionally.

    Desirable:

    • IT Security Management/ Cloud Computing Certification
    • Proven ability to formulate and coordinate solutions to issues in conjunction with multiple functional areas.
    • Must possess excellent problem solving and communication skills. Must be flexible, dependable and able to multi-task with priority.
    • Able to Lead and guide the team, able to resolve tough business problems and prepare documentation for future use.
    • Advanced CCNP certification or equivalent
    • Must possess excellent troubleshooting & simulating experience in HW and NW domain.

    Job Responsibilities:

    • Provide technical assistance and consultancy to RDC Analysts on various Sensormatic products.
    • Take ownership of customer issues escalated from Support Analysts
    • Provide remote support for various hardware issues (involving CCTV Systems, temperature sensors and other EAS devices) in the customer environment.
    • Perform in-depth problem analysis and isolate problems of local or enterprise-wide scope
    • Coordinate documentation of customer problem report in preparation for 3rd level escalation.
    • Ensure efficient telephone queue and inbound email queue coverage.
    • Achieve and maintain targeted performance metrics per established RDC team goals.
    • Contribute new or updated technical or procedural content to the technical support knowledge base.
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