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Field Tech Senior Associate

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Date: Nov 6, 2021

Location: Greenville, NC, US

Company: NTT DATA Services

 

The Desktop Support Technician will be responsible for performing various managed client services for a strategic customer. These services include: IMAC, Break Fix, Desk Side Support, etc.  This role combines strong technical skills with an emphasis on delivery high level of customer service.

 

This position will be a Client based position.

 

Job Responsibilities Include:

  • Execute service delivery (IMAC, Break Fix, Desk Side Support) according to Managed Client Policy & Procedure Guide.  
  • Coordinates with Client End User on expectations and availability to conduct Managed Client Services.
  • Performs trouble shooting, parts replacement, system upgrades, and basic deployments & repair on Client Assets in campus / remote locations.
  • Identifies potential issues that could adversely impact End User experience and follows through on action steps.
  • Strives to meet all Client SLAs & Customer Satisfaction Goals.
  • Escalate to Desktop Support Site Lead on issues that impact a Client End User and/or entire operation at a given site.
  • When required – provides onsite shadowing to Dell Program Field Service Team.
  • Serves as an entry point to develop both technical and customer skills to grow into broader and more challenging field services roles.
  • Basic installation and maintenance of technical products.
  • Follows predefined procedures and tasks 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 customer sites.
  • Diagnoses and resolves product performance problems.
  • Performs maintenance and repair services.
  • Ensures customer satisfaction by advising customers on preventive maintenance and configurations which may impact product performance.
  • Instructs customers in the operation and maintenance of the system.


Basic Qualifications

  • 2+ years desktop/technical support experience

 

Preferred Skills:

  • Experience in servicing/deploying computer equipment
  • 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 experience handling executives, difficult customers 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

#INDICS


Nearest Major Market: Raleigh
Nearest Secondary Market: Rocky Mount

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