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Date: Dec 30, 2018

Location: Milwaukee, WI, US

Company: NTT DATA Services

Req ID: 35059 

 

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 Field Tech Analyst to join our team in Milwaukee, Wisconsin (US-WI), United States (US).

 

 

Primary Responsibilities:

  • Responds to customer technical problems/issues related to hardware, software and networking via e-mail/chat and phone.
  • Assists customers by diagnosing problems and providing resolutions for technical and service issues.
  • Uses troubleshooting techniques and tools to identify products that are defective and follow guidelines in issuing service calls/contacts.
  • Advises/educates customers within procedural guidelines to ensure a complete solution to their technical or service questions.
  • Focuses on delivering a positive customer experience according to NTT Data standards.
  • Monitors and tracks issues to ensure accurate resolution.
  • Assumes complete ownership of customer issue until resolved involving multiple inbound and outbound communications. They will own the issue and engage/collaborate with multiple resources.
  • Acts independently with substantial latitude to determine methods and procedures on assignments, setting objectives and deciding how to proceed.
  • Provides leadership and mentors team members to transfer skills as well as technicians in other support areas.
  • Works closely with manager to communicate any employee issues, and have the manager deal with them directly.
  • May be responsible for the technical skill development of a team and evaluated on how well they perform on key performance indicators.
  • Proactively engages the required resources to ensure the customer expectation is exceeded in a timely manner.

 

Requirements:

  • 3-5 years of relevant experience or equivalent combination of education and work experience
  • Experience supporting VIP staff including Directors and C Level Executives
  • Experience supporting or working "Genius" bars or Tech Counters
  • Team Leadership
  • Strong ability to develop business relationships and communicate effectively with the user community
  • Strong troubleshooting skills
  • A+ Certification Preferred
  • Good understanding of the fundamentals of network and server/desktop administration, installations, upgrades, techniques, tools, materials, and equipment
  • Applies good knowledge of processes and resources required to perform analytical and technical tasks on PC systems

 

Preferences:

  • MCP, MCSE, CNE or Network+ certification
  • Knowledge of a variety of Service Industry ticketing/work order generating and tracking systems (Service Now, Remedy, Magic, etc.)
  • Asset Management / Device Lifecycle Management
  • ITIL v3 Foundations Certification

 

Basic Qualifications:

  • 3-5 years of related IT experience 

 

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 nttdataservices.com 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: Milwaukee

Job Segment: Consulting, Cloud, Technology