Field Tech Supervisor

Req ID: 278224 

NTT DATA Services strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a Field Tech Supervisor to join our team in Austin, Texas (US-TX), United States (US).

NTT DATA is currently looking for a Field Tech Supervisor in the North TX  area (there are other offices for this client such as Dallas/Fort Worth, Houston, Austin and Laredo – candidates can live in any of these locations).  This is an on-site client position.

Role Responsibilities:

• The Supervisor/Manager is the primary technical SME for NTTD Campus / Technicians
• The Supervisor/Manager will support and enhances the technical capabilities of the Field Technicians
• Responsible for onsite quality assurance , technical field training, and SME support
• Coordinates with Client Engineering Team on all technical / environmental updates
• Performs complex field jobs. Prioritize assigned day-to-day desktop support requirements via ITSM Tool in order to meet established service level agreements
• Provides daily direction to Regional Field Service Team
• Assess the Technical Capabilities of Field Service Team and makes pertinent recommendations
• Conducts Training Sessions to maintain technical staff capabilities. Utilizes ITIL standards for Incident, request, configuration, change and problem management
• Works with the service management and delivery manager team for continuous improvement
• Knowledge to provide support and training for core software (MS Windows, Windows 7 & 10, MS Office, and Enterprise Anti-Virus) and hardware support and training for desktop, laptop, printers, and tablets
• Accessible 24/7 for support services for other NTTD team members and/or customer in the event of a high severity ticket
• Participates in IT bridge call when necessary for troubleshooting technical issues that NTTD supports
• Handles escalations from NTTD team members and Intermediates brought to lead technician for resolution
• Provide mentoring, training and guidance in regards to troubleshooting and diagnosis to all other field service technicians
• Analyzes moderately complex to complex problems and takes corrective action at the service area level
• Provide cross training and knowledge transfer amongst team members
• Assist in creating support procedures, installation guidelines and disposal procedures and confirm all following all documented processes

Individual must have the ability to receive calls during the normal business day and after hours as well as the ability to respond to night and weekend onsite work as requested

Basic Qualifications:

• 4+ years of experience in servicing/deploying computer equipment
• 4+ years customer service background
• 4+ years of experience in a Lead/Manager role

Preferred Skills:

• Proven customer/client service background
• Individual will be knowledgeable of Windows operating system environment
• Able to comprehend and follow verbal and written technical instructions and scripts
• Qualified resources should have A+ certification or equivalent skill set
• Certification in various hardware platforms may optionally be required for servicing hardware issues
• Excellent verbal and written communication skills with emphasis in customer services, including experience handling difficult customer and conflict resolution
• Excellent interpersonal skills and ability to work collaboratively in a team environment
• Physically be able to lift and move Enterprise and Client technology hardware in Client environment
• Ability to drive own car to other locations
• Ability to evaluate technician performance, provide coaching and feedback and conduct regular performance management activities.
• Ability to manage technician time, schedules and leave approval.
• Ability to screen technician applicants and interview and hire replacement staff.

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About NTT DATA Services

NTT DATA Services is a recognized leader in IT and business services, including cloud, data and applications, headquartered in Texas. As part of NTT DATA, a $30 billion trusted global innovator with a combined global reach of over 80 countries, we help clients transform through business and technology consulting, industry and digital solutions, applications development and management, managed edge-to-cloud infrastructure services, BPO, systems integration and global data centers. We are committed to our clients’ long-term success. Visit nttdata.com or LinkedIn to learn more.

NTT DATA Services is an equal opportunity employer and considers all applicants without regarding to race, color, religion, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other characteristic protected by law. We are committed to creating a diverse and inclusive environment for all employees. If you need assistance or an accommodation due to a disability, please inform your recruiter so that we may connect you with the appropriate team.