Senior IT Infrastructure Operations Specialist

4 days ago

Hemel Hempstead, Hertfordshire, United Kingdom NTT Full time

Make a Difference with NTT DATA

NTT DATA is a global leader in business and technology services, serving 75% of the Fortune Global 100. We invest over $3.6 billion annually in R&D to help organizations move confidently and sustainably into the digital future.

Your Role

The Senior IT Infrastructure Operations Specialist provides customer service, troubleshooting, and 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 supports engineers, project managers, and customers with requirements for physical intervention in the UK Data Centres.

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.
  • Assists with builds (rack, stack, and cable) and decomms. Keeps track of spares at designated sites.
  • Participates in training and mentoring of Service Desk Technicians and Associate Service Desk Technicians.

Required 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.

Workplace type:

On-site Working

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