Desktop Support Associate-Field Tech

Req ID: 305596 

NTT DATA 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 Desktop Support Associate-Field Tech to join our team in santo andre, São Paulo (BR-SP), Brazil (BR).

Atividades:

Gerenciamento e monitoramento de chamados de equipes de suporte técnico de campo a nível América Latina;
Gerenciar chamados do time e de empresa parceira que também presta suporte às operações do cliente;
Escalações de chamados quando necessário;
Gerenciar escalas de técnicos (jornadas de trabalho e horas extras) para garantir atendimento dentro do SLA acordado;
Desenvolver e distribuir reportes de performance e resultados ao cliente;
Emitir relatórios de operações internas.
 

Requisitos:

Sólida experiência em gerenciamento e monitoramento de chamados bem como gerenciamento de disponibilidade de técnicos para atendimento;
Vivência em relacionamento com o cliente de forma local e global;
Habilidade para emissão de reportes em português e inglês;
Formação técnica e/ou superior em áreas da TI;
Forte conhecimento em ITIL (Incident e Request Management). Desejável certificação;
Necessário inglês avançado para comunicação com os times de fora do Brasil;
Desejável espanhol avançado.

Activities:

Management and monitoring of calls from field technical support teams at Latin America level;
Manage calls from the team and partner company that also provides support to the customer's operations;
Call escalations when necessary;
Manage technician schedules (working hours and overtime) to guarantee service within the agreed SLA;
Develop and distribute performance and results reports to the client;
Issue internal operations reports.
 

Requirements:

Solid experience in managing and monitoring calls as well as managing the availability of technicians for service;
Experience in customer relationships locally and globally;
Ability to issue reports in Portuguese and English;
Technical and/or higher education in IT areas;
Strong knowledge of ITIL (Incident and Request Management). Certification desirable;
Advanced English required to communicate with teams outside Brazil;
Advanced Spanish desirable.

About NTT DATA

NTT DATA is a $30 billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long term success. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure and connectivity. We are one of the leading providers of digital and AI infrastructure in the world. NTT DATA is a part of NTT Group, which invests over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. Visit us at us.nttdata.com

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