Senior Technical Support Engineer

About the role

NTT DATA is seeking a Senior Technical Support Engineer to ensure high‑quality service delivery for its Internet Solutions portfolio. You will act as the primary point of contact for client issues, drive resolution, and contribute to service improvement initiatives.

Key responsibilities

• Proactively monitor client services, communicate issues, and identify upsell or cross‑sell opportunities.
• Resolve technical complaints, manage escalations, and meet resolution targets (95% acknowledgment within 15 minutes, 90% incidents resolved within 3 hours).
• Provide daily reports, assess client risks, and support retention through strategic meetings and collaboration with Solution Architects, Client Success Managers, and Project Managers.
• Develop and implement service improvement plans, document client meetings, and lead technical discussion sessions on emerging trends.

Required profile

• Degree in Information Technology, Information Systems, Computer Science, Telecommunications or a related field.
• Advanced certifications in Cisco, Microsoft applications, Security, and Voice Solutions.
• 3‑4 years of hands‑on experience with large‑scale enterprise solutions such as SD‑WAN, MPLS, Network Security, Cisco, Video Conferencing and VoIP.

Required skills

• Cisco networking
• Microsoft applications
• Security technologies
• Voice solutions
• SD‑WAN
• MPLS
• Network security
• Video conferencing (VC)
• Voice over IP (VoIP)