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Technical Customer Service Rep.

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Date: Apr 5, 2019

Location: Lexington, MA, US

Company: NTT DATA Services

Req ID: 41664 


At NTT DATA Services, we know that with the right people on board, anything is possible. The quality, integrity, and commitment of our employees are key factors in our company’s growth, market presence and our ability to help our clients stay a step ahead of the competition. By hiring the best people and helping them grow both professionally and personally, we ensure a bright future for NTT DATA Services and for the people who work here.


NTT DATA Services currently seeks a Technical Customer Service Rep. to join our team in Lexington, Massachusetts (US-MA), United States (US).



The NTT DATA Technical Customer Service Representative is responsible for providing IT customer service support for a Walk-up Window / Technical Service Counter.  They provide technical diagnostic support and resolve issues with laptops, portables, iPhones, Android phones, and tablets.  Support may include troubleshooting software (both custom and COTS).


Key Responsibilities:

-Respond to and diagnose IT problems via a Walk-up Window / Technical Service Counter with users daily

-Answer questions and solve issues including installation, operation, configuration, customization, and usage of assigned products

-Apply diagnostic techniques to identify problems, investigate causes and recommend solutions to correct failures and document problems

-Responsible for following defined policies & procedures (e.g. verifies warranty entitlement, etc.)

-Troubleshoot in a Windows 7, Windows 10 and Macintosh operating environments

-Ensure quality assurance and continuous process improvements

-Install OS images for Windows 10 and other images to assist Field Service staff

-Keep inventory items for laptops, cell phones, external devices, power cables, etc.

-Responds to telephone calls and emails to provide technical support

-Document, track, and monitor problems to ensure a timely resolution

-Provide positive customer experience with each customer interaction

-Maintain knowledge base articles for internal/remote user community

-Use “Footprints” ticketing system daily to triage tickets, escalations, issues, etc.


Technical Skills:

-Experience troubleshooting Windows 7, Windows 10, Mac OSX, Active Directory, Ticketing Systems, Microsoft Office 2010 and 2016

-Experience troubleshooting and configuring mobile Devices (iPhones and Androids)

-PKI certificate assistance

-Experience handling approved software installation requests

-Assist with Knowledge Base Article management to include initial proof reading and feedback of new articles, revision requests of existing article deficiencies, and accountability of article content comprehension

-Experience resolving password resets, secure token password resets and device distribution


 Non-Technical Skills:

-Exceptional customer service, interpersonal and documentation skills

-Maintain an organized work environment

-Maintain a professional, positive attitude and remain courteous at all times

-Standing for long periods of time and ability to lift 50 lbs. with assistance (for the purpose of loading/unloading computers, IT equipment, etc.) 



-High School diploma or GED equivalent

-2-4 years of relevant experience

-A+ Certification preferred

-Security + Certification preferred

 Ability to Obtain a Secret Clearance


This position is only available to those interested in direct staff employment opportunities with NTT DATA, Inc. or its subsidiaries.  Please note, 1099 or corp-2-corp contractors or the equivalent will NOT be considered. We offer a full comprehensive benefits package that starts from your first day of employment.                                                                                


About NTT DATA Services


NTT DATA Services partners with clients to navigate and simplify the modern complexities of business and technology, delivering the insights, solutions and outcomes that matter most. We deliver tangible business results by combining deep industry expertise with applied innovations in digital, cloud and automation across a comprehensive portfolio of consulting, applications, infrastructure and business process services.


NTT DATA Services, headquartered in Plano, Texas, is a division of NTT DATA Corporation, a top 10 global business and IT services provider with 118,000+ professionals in more than 50 countries, and NTT Group, a partner to 88 percent of the Fortune 100. Visit to learn more.


NTT DATA, Inc. (the “Company”) is an equal opportunity employer and makes employment decisions on the basis of merit and business needs.  The Company will consider all qualified applicants for employment without regard to race, color, religious creed, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other class protected by law.  To comply with applicable laws ensuring equal employment opportunities to qualified individuals with a disability, the Company will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual with a disability who is an applicant or an employee unless undue hardship to the Company would result.




Nearest Major Market: Boston

Job Segment: Consulting, Quality Assurance, Cloud, Technical Support, Technology