Senior Technical Support Engineer Job at NTT DATA (Nairobi)

Job Description

The Senior Technical Support Engineer at NTT DATA is responsible for ensuring customer satisfaction through effective technical support and service monitoring. The role requires a degree in Information Technology or related fields, along with advanced certifications in Cisco and Microsoft applications. Candidates should have 3-4 years of experience in network infrastructure support, strong communication skills, and a customer-oriented mindset. This hybrid position offers opportunities for professional growth and development.

Job Responsibility

Proactively communicate any service related issues with partner clients
Ensure proactive service monitoring of all client services and identify upsell or cross sell opportunities to improve client experience
Resolve service problems by clarifying the customer’s complaint, determining the cause, selecting and explaining the best solution, expediting correction or adjustment, and following up to ensure resolution
Manage, escalate, and drive satisfactory resolution of customers’ technical support, service, and infrastructure issues related to Internet Solutions services and technology
Identify, assess, and communicate clients’ needs to enhance satisfaction levels
Ensure 95% resolution of all customer issues for all SRs, with acknowledgment within 15 minutes
Ensure 90% of all incidents reported by customers are resolved within 3 hours and proactively managed
Provide day to day reports, identify risks for allocated clients, and assist other departments in resolving customer issues to support retention
Recommend potential services by collecting customer information and analyzing customer needs
Identify sales opportunities and upsell or cross sell IS products by proactively scoping technical solutions that address customer requirements and optimize value
Work closely with retention teams (Solution Architects, Client Success Managers, Project Managers) to enhance client experience across all touchpoints
Build and maintain strong relationships and trust with new and existing accounts
Apply strong business acumen supported by advanced industry and technical knowledge to derive maximum value
Prepare, recommend, and implement service improvement initiatives for the client portfolio
Enhance client retention through quarterly Strategic Client Meetings for assigned accounts
Identify, evaluate, and recommend improvement options, implementing them when required
Document minutes of client meetings, outline resolution plans, and provide feedback to clients
Attend all internal partner service review meetings
Improve client solutions, document client setups, and deliver quality reporting
Organize technical discussion meetings to share technology trends and explore ways to optimize and improve services

Requirements

Degree in Information Technology, Information Systems, Computer Sciences, Telecommunication, or a related discipline
Advanced certification in Cisco, Microsoft Applications, Security, and Voice Solutions
Practical experience with large enterprise solutions such as SD‑WAN, MPLS, Network Security, Cisco, VC, and VOIP
3–4 years of experience in the IT industry, specifically in network infrastructure support and maintenance
Customer service skills and training with strong oral and written communication abilities
Excellent organizational skills

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