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IOC Technical Support Representative - St Albans, United States - COMMON - A Users Group
2 weeks ago
Description
NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future.
By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve some of the world's most significant technological, business and societal challenges.
With people at the heart of our success, NTT is committed to attracting and growing the best talent and providing an environment where everyone feels they can belong and their contribution matters.
Your career here is about believing in yourself, and taking on great opportunities and new challenges.It's about growing your skills and expertise in your current role and preparing yourself for the future. That's why we encourage you to take every opportunity to grow your career within our great global team.
Are you ready to take the next step in your career?
Provides technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing, and debugging complex electro/mechanical equipment, computer systems, complex software, or networked and/or wireless systems.
Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software. Reports design, reliability, and maintenance problems or bugs to design engineering/software engineering. May be involved in customer installation and training.Provides support to customers/users where the product is highly technical or sophisticated in nature.
What you'll be doing
The Technical Support Representative role at NTT Managed Services is the Single Point of Contact (SPOC) for the IT support needs of our client base.
TSRs work in a fast-paced environment, and respond to incoming phone calls, chat support, monitoring alerts, and customer submitted tickets within defined Service Level Agreements (SLA).
POSTION SUMMARY:
The Technical Support Representative role at Secure-24 is the Single Point of Contact (SPOC) for the IT support needs of our client base.
TSRs work in a fast-paced environment, and respond to incoming phone calls, chat support, monitoring alerts, and customer submitted tickets within defined Service Level Agreements (SLA).
Secure-24 looks for high potential candidates, who understand that though this is an entry level position that with a completion of pre-defined training and work objectives, promotions are available beginning in as short a time as 15 months.
ESSENTIAL FUNCTIONS:
Proper handling of end user requests
Keeping customers informed on the status of their requests
Ability to talk-troubleshoot and type at the same time (solid documentation skills)
Showing proper urgency for customer issues
Resolution of level one issues - Following knowledgebase articles and procedures.
Identifying recurring issues
Investigation of automated system alerts
Troubleshooting and problem-solving skills put to use daily.
Team Focus:
Person should desire to remain on the forefront of industry practices and technologies.
Takes personal responsibility for meeting commitments.
Ability to work quickly and accurately.
Motivated, wants to help people, desires to use new and creative ideas.
Eager to acquire new knowledge.
Responsible for meeting Technical Support Representative Scorecard Goals
Qualifications:
Understanding of the basics of Active Directory, Microsoft Server OS
Comprehension of network basics, such as TCP/IP, Ping, Trace Route
1+ Years of technical support or IT desk side support
Solid troubleshooting skills
Fluent in English, valid Michigan Driver's License
Ability to work in cross-functional teams.
Excellent oral and written communication skills
Available for multiple shifts, including afternoons and/or overnights.
CompTIA+, Network+, or Security+ a bonus, but not required.'
'
What would make you a good fit for this role?
Join our growing global team and accelerate your career with us. Apply today.
A career at NTT means:
Being part of a
global pioneer –
where you gain exposure to our Fortune 500 clients and world-leading global technology partners and work with a network of over 40,000 smart and diverse colleagues across 57 countries, delivering services in over 200 countries.
cutting-edge technology –
backed with a 150-year heritage of using technology for good.
With 40% of the world's internet traffic running on our network and where Emoji were first invented, you can be proud of the group's many new 'firsts'.
Making a difference –
by doing meaningful work that helps to shape the future for our clients, and across industries and communities around the world.
your best self –
in a progressive 'Connected Working' environment that promotes flexibility, connection and wellbeing. Where diversity and different perspectives are embraced to ensure equal opportunities for all.
Having ongoing opportunities to
own and develop your career –
with a personal and professional development plan and access to the broadest learning offerings in the industry.
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