Technical Account Management Specialist

At NTT we believe that by using innovative technology we can solve global challenges and create a world that is sustainable and secure. We are looking for curious people, from diverse backgrounds, that are keen to work in a fast-paced and agile environment.

At NTT we trust our employees to do the right thing, even when no one is watching, which is why we offer flexibility in the workplace. The majority of our roles are hybrid, meaning we encourage a balance of working from home and our local office. Ask our recruitment team if this is a hybrid role.

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

Develops and delivers detailed technology solutions through consulting project activities.

Responsibilities include client identification through final invoicing for engagements requiring varied interpersonal and technical skills.

Technical responsibilities include problem identification, system architecture definition, hardware/software specification and/or design, implementation, testing, client training, and solution deployment.

Performance is typically evaluated based on utilization, (i.e., billable hours).

Project management activities include interaction with company and client managers and cost/schedule monitoring.

May have some financial responsibilities including project cost estimating, proposal generation, and invoicing.

May participate in sales and proposal presentations in addition to completing ongoing team account activities.

Identifies additional product/services opportunities in customer organization.

Performance is typically measured by the capture of the consulting engagement and/or delivery of agreed solutions within budgeted hours.

**Working at NTT**

The 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.

**Key Roles and Responsibilities**:

- Understand the client's operations, monitor and track their support needs and service requests, troubleshoot issues and identify opportunities to improve availability
- Provide the highest level of technical knowledge, support, and services to the client
- Take accountability for the overall technical responsibility for a proposed services solution and work closely with the service operations team in service delivery
- Identify new opportunities based on technical understanding of the client’s needs
- Share insights of the client’s environment with the Client Manager, Client Success Manager and/ or Service Architect and contribute to upselling
- Improve mean-time-to-repair, aid future downtime avoidance, and get support to help extract the maximum value out of the client’s covered assets
- Improve overall service performance through reduction in incident volume and incident resolution time
- Lead and ensure root cause analysis of the problem is performed and documented in the problem ticket
- Analyze the impact of technical changes made to the client’s environment
- Schedule and chair the monthly technical review with the client

**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

**Academic Qualifications and Certifications**:

- Bachelor’s degree or relevant qualification in IT/Computing, or equivalent
- Relevant IT certifications
- Certification and working knowledge of ITIL

**Required Experience**:

- Relevant 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 organization
- Relevant demonstrated knowledge of management agent, redundancy concepts, remote console architecture, and products within the supported technical domain (i.e. Network, Storage, Security, etc)

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

**Equal opportunity employer**

NTT is proud to be an equal opportunity employer with a global culture that embraces diversit