- Serves as an escalation point from Service Desk Technicians and Associate Service Desk Technicians in performing to troubleshoot and manage hardware, software or network problems with users.
- Elevates complex and/or high priority incidents or requests to appropriate personnel or support groups for timely resolution.
- Records required customer and problem information, updating records with appropriate journal entries of activities.
- Verifies that suggested solutions effectively resolve the users' problems through verbal or email follow up.
- Thoroughly documents steps taken to resolve incidents.
- Develops and documents support procedures.
- Acts as point of contact for client and management escalations.
- Acts as communication coordinator and situation manager during any critical incidents call bridge events.
- Takes ownership of mini projects and ensures they are completed in a timely manner.
- Serves as escalation for investigation and/or troubleshooting of system and network issues to determine root cause and resolution.
- Participates in training and mentoring of Service Desk Technicians and Associate Service Desk Technicians.
- Ability to multi-task
- Ability to accommodate flexible work schedules
- Proven ability to work independently
- Ability to work well in a team environment
- Ability to work well in a fast paced environment.
- Strong customer service and interpersonal communication skills with a dedication to customer satisfaction.
- Type a minimum of 35 wpm.
- Advanced knowledge of PC hardware, operating systems, and networking.
- Proficient with MS Office Suite (Word, Excel, PowerPoint and Project).
- Excellent problem solving skills.
- Excellent troubleshooting skills.
- Excellent documentation skills
- Good leadership skills.
- High School diploma or GED required.
- Associate degree or technical training school required.
- Minimum of five years' experiencer.
- A+, Network + certification a plus.
- Able to climb ladders and work on raised platforms.
- Able to hear and speak into a telephone and 2-way radio.
- Ability to distinguish colors on wiring and cables to ensure safety protocols are followed.
- Ability to work in confined spaces.
- Requires ability to lift and carry objects weighing up to 50 pounds
- Requires the ability to kneel, stand, walk great distances, climb stairs/ladders
- Dexterity of hands and fingers to operate any required computer keyboard, mouse, and other technical instruments.
- Typical data center work environment with varying temperatures and loud noises
- Extensive daily usage of a computer or workstation.
- Work on site; no telecommuting.
- 24/7/365 shift work with the potential for rotational schedules.
- Must posess a current, valid state-issued driver's license.
- 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.
- Being at the forefront of 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.
- Being 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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Senior Service Desk Technician - Garland, United States - NTT America Solutions, Inc.
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.
In today's 'iNTTerconnected' world, connections matter more now than ever. 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.
Want to be a part of our team?
The Sr. Service Desk Technician provides customer service, troubleshooting, as well as incident escalation for all users contacting the 24 x 7 x 365 NOC environment and act as escalation point for Service Desk Technicians and Associate Service Desk Technicians.
Working at NTT
ESSENTIAL DUTIES & RESPONSIBILITIES
KNOWLEDGE, SKILLS & ABILITIES
#GlobalDataCentersCareers
EDUCATION & EXPERIENCE
PHYSICAL REQUIREMENTS
WORK CONDITIONS
SPECIAL REQUIREMENTS
This position requires work to be done onsite at a data center facility and may require use of a personal mobile device. A monthly stipend will be provided to cover expenses incurred for using a personal device, if applicable.
NTT Global Data Centers Americas, Inc. offers competitive compensation based on experience, education, and location. Hourly base salary for this position is $ $36.10 and is eligible for overtime pay in accordance to local state and federal 'Wage and Hour' requirements.
All regular full-time employees are eligible for an annual bonus; payout is dependent upon individual and company performance.
Employees receive paid time-off, medical, dental, and vision benefits, life and supplemental insurance, short-term and long-term disability, flexible spending account, and 401k retirement plan to create a rich Total Rewards package.
Skills Summary
Active Directory Migration, Antivirus Management, Hardware Installations, Installation Testing, Malware Removal, Risk Management, Security Patch Management, Server Maintenance, Software Installations
What will make you a good fit for the role?
Workplace type :
On-site Working
Equal Opportunity Employer
NTT is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, color, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category
Join our growing global team and accelerate your career with us. Apply today.
A career at NTT means:
