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Technical Support Senior Associate

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Date: Jul 17, 2021

Location: detroit, MI, US

Company: NTT DATA Services

Req ID: 132184 

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 Technical Support Senior Associate to join our team in detroit, Michigan (US-MI), United States (US).

The individual will be responsible for the following:

  • 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 troubleshooting, 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 IF 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 Field Service Team.
  • Serves as an entry point to develop both technical and customer skills to grow into a 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.
  • Individuals must have the ability to receive calls during the normal business day and after hours.
  • Able to comprehend and follow verbal and written technical instructions and scripts.

 

Basic Qualifications:

  • Minimum of 4 years experience in servicing/deploying computer equipment
  • Minimum of 4 years customer service background.
  • Minimum of 2 years experience with Windows operating system environment.

 

Preferred Skills:

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

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: Detroit

Job Segment: Technical Support, Consulting, User Experience, Technology