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Field Tech Analyst - Tyler, TX

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Date: Jul 24, 2021

Location: Tyler, TX, US

Company: NTT DATA Services

Req ID: 131797 

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 Analyst - Tyler, TX to join our team in Tyler, Texas (US-TX), United States (US).

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.



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:

  • 3+ years’ work experience with desktop support, hardware, and/or iPhones, Androids 



Highly Preferred Skills:


  • 2+ years of experience in servicing/deploying computer equipment

  • 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 experience handling difficult customer and conflict resolution

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



About NTT DATA Services

NTT DATA Services is a global business and IT services provider specializing in digital, cloud and automation across a comprehensive portfolio of consulting, applications, infrastructure and business process services. We are part of the NTT family of companies, a partner to 85 % of the Fortune 100.

NTT DATA Services is an equal opportunity employer and will consider all qualified applicants for employment without regard to race, gender, disability, age, veteran-status, sexual orientation, gender identity, or any other class protected by law.

Nearest Major Market: Tyler

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