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About the Role

As an MS Engineer (L1): Desktop, you will provide onsite and remote desktop support to clients, responding to and resolving incidents and service requests while delivering a high level of customer satisfaction. You will be responsible for maintaining, managing, and supporting end-user devices in line with client requirements and service agreements.

Responsibilities

Provide high-quality, timely customer service and technical support to clients.
Respond to, investigate, and resolve incidents and service requests escalated from the Service Desk.
Build, image, configure, and deploy laptops and desktops using Microsoft Intune and Windows Autopilot.
Support multiple Standard Operating Environments (SOEs), including desktop operating systems and applications.
Diagnose and resolve hardware, software, and end-user device issues.
Respond promptly to high-priority incidents and service requests in line with agreed service levels.
Manage and coordinate the end-to-end technical resolution of incidents, either remotely or onsite.
Liaise with vendors and third-party providers as required to facilitate timely issue resolution.
Perform data and telephony cable patching as required.
Escalate complex or unresolved issues to the appropriate technical teams or management.
Proactively maintain and develop technical knowledge and professional skills, including developing and maintaining technical documentation.
Adhere to and advocate NTT DATA and client IT standards, policies, and procedures.
Communicate IT-related incidents, issues, and updates to relevant stakeholders in a clear and timely manner.
Participate in technical projects, including implementation activities, technical assessments, issue tracking, and project support.
Develop a sound understanding of the scope, delivery processes, and service commitments associated with NTT DATA services.
Maintain a flexible and adaptable approach to support evolving technologies, client environments, and business requirements.

Requirements

Strong technical troubleshooting skills across desktop, endpoint, hardware, software, and application environments.
Experience supporting multiple Standard Operating Environments (SOEs).
Strong working knowledge of Windows 11, macOS, and Microsoft 365 applications.
Hands-on knowledge of Microsoft Intune, including device provisioning, application deployment, reporting, and endpoint management.
Knowledge of Windows Autopilot for endpoint provisioning and deployment.
LAN and network connectivity troubleshooting skills, including DHCP, TCP/IP, and general network connectivity.
Hardware troubleshooting and laptop break/fix capability.
Experience supporting VPN and remote-access solutions.
Printer and peripheral support.
Smartphone and mobile device support, including iOS and Android.
Knowledge of desktop security practices, including malware/virus handling, spam, and security incident escalation.
Experience with data and telephony cable patching.
Strong customer service, interpersonal, coordination, and communication skills.
Strong initiative, accountability, attention to detail, and problem-solving capability.
Ability to work independently and collaboratively within a team in a fast-paced environment.
Proactive and adaptable, with the ability to quickly learn new technologies and client environments.
Strong relationship-building and collaboration skills, with a willingness to share knowledge and contribute to continuous improvement.
Relevant IT or technical qualifications are highly regarded.
Relevant industry certifications are desirable, such as Microsoft 365 Certified: Endpoint Administrator Associate (MD-102).
Knowledge and understanding of ITIL practices, SLAs, incident management, service request management, and IT service management processes.

Skills

Microsoft Intune
Windows Autopilot
Windows 11
macOS
Microsoft 365
DHCP
TCP/IP
iOS
Android
ITIL
Troubleshooting
Customer Service
Communication

Location

Onsite

Work Type

On-site Working

Experience Level

Minimum 3 years' experience in a desktop support, end-user computing, or similar technical support role.
Demonstrated experience providing both onsite and remote technical support within a client-focused environment.
Experience supporting and troubleshooting end-user devices, desktop operating systems, applications, and associated peripherals.
Experience using Microsoft Intune and Windows Autopilot for endpoint deployment and management.
Experience managing incidents and service requests within agreed SLAs and using IT service management/case management systems.
Experience providing technical and application support across diverse client environments.
Demonstrated experience working with internal technical teams, vendors, and other stakeholders to resolve incidents and service issues.
Experience working independently while managing multiple priorities in a fast-paced support environment.

Education Level

Relevant IT or technical qualifications are highly regarded.
Relevant industry certifications are desirable, such as Microsoft 365 Certified: Endpoint Administrator Associate (MD-102).

About the Company

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 70 countries.
We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners.
NTT DATA is part of NTT Group, which invests over $3 billion each year in R&D.

Equal Opportunity

NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity.
We are committed to providing an environment free of unfair discrimination and harassment.
We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category.
Join our growing global team and accelerate your career with us. Apply today.