Technical Account Specialist

5 months ago

Petaling Jaya, Malaysia NTT Full time

NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future.

In today’s ‘iNTTerconnected’ world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve some of the world’s most significant technological, business and societal challenges.

With people at the heart of our success, NTT is committed to attracting and growing the best talent and providing an environment where everyone feels they can belong and their contribution matters.

**Want to be a part of our team?**

The Senior Technical Account Specialist takes responsibility for managing all the technical aspects of NTT Ltd.’s relationship with its clients. They act as the client’s trusted advisor and are responsible to deliver the ultimate client experience by providing the highest quality of technical service. Their primary objective is to strengthen the client relationship and increase client satisfaction in the overall technical experience that NTT Ltd has rendered from a services perspective.

**Working at NTT**

**Key Roles and Responsibilities**:

- Understands the client's operations, monitor and track their support needs and service requests, troubleshoot issues and identify opportunities to improve availability
- Provides the highest level of technical knowledge, support, and services to the client
- Takes accountability for the overall technical responsibility for a proposed services solution and work closely with the service operations team in service delivery
- Identifies new opportunities based on technical understanding of the client’s needs
- Shares insights of the client’s environment with the Client Manager, Client Success Manager and/ or Service Architect and contribute to upselling
- Improves mean-time-to-repair, aid future downtime avoidance, and get support to help extract the maximum value out of the client’s covered assets
- Improves overall service performance through reduction in incident volume and incident resolution time
- Leads and ensures root cause analysis of the problem is performed and documented in the problem ticket
- Analyzes the impact of technical changes made to the client’s environment
- Schedules and chairs the monthly technical review with the client
- Works on problems of diverse scope where analysis of information requires evaluation of identifiable factors
- Resolves and assesses a wide range of issues in creative ways and suggests variations in approach

**Knowledge, Skills and Attributes**:

- Excellent interpersonal skills with the ability to develop and maintain solid stakeholder relationships up to Management level
- Excellent client service orientation and passion for achieving or exceeding expectations
- Excellent written and verbal communication skills
- Ability to plan activities and projects well in advance, and takes into account possible changing circumstances
- Ability to maintain a positive outlook at work
- Ability to work well in a pressurized environment
- Ability to work hard and put in longer hours when it is necessary
- Ability to adapt to changing circumstances
- Ability to place clients at the forefront of all interactions, understanding their requirements, and create a positive client experience throughout the total client journey
- Seasoned, experienced professional; has complete knowledge and understanding of area of specialization
- Ability to use evaluation, judgment, and interpretation to select right course of action
- Ability to code / develop for general automation

**Academic Qualifications and Certifications**:

- Bachelor’s degree or relevant qualification in IT/Computing, or equivalent
- ITIL certification

**Required Experience**:

- Seasoned demonstrated years’ experience required in diagnosis and troubleshooting, handling TAC, and technical documentation in a Technical Account Manager role within a medium to large ICT organisation
- Seasoned demonstrated knowledge of management agent, redundancy concepts, remote console architecture, and products within the supported technical domain (i.e. Network, Storage, Security, etc)
- Seasoned experience in coding / development for general automation

**Skills Summary**

Computer Coding, Incident Management, Problem Management, Root Cause Analysis (RCA), Stakeholder Management, Troubleshooting, Workload Management, Writing Technical Documents

**What will make you a good fit for the role?**

**Workplace type**:
On-site Working

**Equal Opportunity Employer**

NTT 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, color, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran

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