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TEMP Infra Design Senior Associate

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Date: Oct 15, 2021

Location: Berea, KY, US

Company: NTT DATA Services

 

This is an on-site support role that will be responsible for moving and setup of end user equipment, as well as needs to have the ability to follow written and/or verbal guidance to perform low-level configuration of desktop/notebook computer equipment. In addition, this position will be responsible for receiving initial inventory control of new equipment and parts received at the customer site (depot). 

Responsible for delivering and/or shipping parts to the Field Service Team and/or End User. Reports to On-site Delivery Lead.

 

Working hours are Monday - Thursday 2:30 p.m. - 1:00 a.m.

 

Additional Role Responsibilities:

·       Executes service delivery (IMAC, Break Fix, Desk Side Support) according to Client policies & procedures

·       Coordinates with end users on expectations and availability to conduct services

·       Performs troubleshooting, parts replacement, system upgrades, and basic deployments and repair on Client assets

·       Identifies potential issues that could adversely impact End User experience and follows through on action steps

·       Uses advanced tools/technical knowledge to remediate client problems and conduct scheduled installations

·       Provides technical feedback on technical process issues to improve overall service delivery

·       Strives to meet Client service level agreements/objectives and customer satisfaction goals

·       Escalate to lead or according to Client service management processes on issues that impact a Client End User and/or entire operation at site

·       Basic installation and maintenance of technical products

·       Follows predefined procedures and task in everyday activities

·       Work is regularly reviewed by a more senior level technical specialist

·       Reviews, troubleshoots, and approves operational quality desktops, notebooks, printers, and associated peripherals

·       Installs, maintains, and optimizes desktop/notebook configurations at Client site

·       Diagnoses and resolves product performance problems

·       Performs maintenance and repair services

·       Ensures customer satisfaction by advising customers on preventative maintenance and configurations which may impact product performance

·       Instructs customer in the operation and maintenance of the system

·       Ability to respond to night and weekend onsite work as requested, and work overtime as requested

·       Ability to drive own car to other locations

Basic Qualifications:

·       2+ years’ work experience with desktop support -  hardware and software.

Highly Preferred Skills:

·       Active Directory Experience

·       Helpdesk experience preferred, alongside proven customer service background

·       Basic networking administration skills; L1 or L2 is a plus. 

·       ServiceNow ticketing system, but open to any

·       SCCM knowledge

·       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, basic Windows troubleshooting will be involved

·       Certification in various hardware platforms may optionally be required for servicing hardware issues

·       Individual must have the ability to receive calls during the normal business day and after hours

·       Physically be able to lift and move Enterprise and Client technology hardware in Client environment

·       Excellent verbal and written communication skills with emphasis in customer services, including  handling difficult customer and conflict resolution

·       Excellent interpersonal skills and ability to work collaboratively in a team environment

·       Ability to respond to night and weekend onsite work as requested, and work overtime as requested

·       Ability to drive own car to other locations

 

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Nearest Major Market: Berea
Nearest Secondary Market: Lexington

Job Segment: User Experience, Help Desk, Information Technology, Technical Support, Technology