Field Tech Lead - Cameron, LA

Req ID: 260952 

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 Lead - Cameron, LA to join our team in Cameron, Louisiana (US-LA), United States (US).

This onsite Field Tech Lead will be the primary technical Subject Matter Expert and Point of Contact for the supporting for one of our prominent industrial clients that is located in Cameron, Louisiana.

 

This Client Facing Team Lead is considered the Resident Expert, and will help to support and provide strategic leadership and guidance for the Client, as well as, being the onsite Lead to NTT DATA team members. Communication and having solid Client facing experience is critical for the success of this fulltime position.

 

Some Role and Responsibilities:

 

• This Field Tech Lead will may make policy recommendations to their managers and be an escalation point for less experienced team members
• Serve as company liaison with customer on technical issue associated with duties, including managing all field tech shifts supporting a 24x7 schedule.
• Provide mentoring, training and guidance about troubleshooting and diagnosis to all other field service technicians
• Investigate and suggest new or enhancements to policies, procedures, practices, or other actions that would result in enhanced workflow, reduced cost, increased productivity and increased customer satisfaction.
• On-Site and/or Remote installation, implementation, maintenance, troubleshooting and/or repair of end user devices and associated peripherals.
• Participation / taking lead during outages P1/P2 for the respective locations supporting
• Ensure customer satisfaction by advising on preventive maintenance and configuration optimization
• Help maintaining the inventory of IT physical assets both on End user and Server
• Providing general IT 2nd/3th line support to the location; including providing support for all client workstations and peripheral devices like printers, scanners, and barcode readers.
• If needed, Installation and configuration of system components and server software
• Configuration management tasks & procedures
• Participate in defining and documenting configuration of systems & infrastructure and operational procedures
• Draft technical content for knowledge base for use of upstream support teams
• Participation in coordination and project meetings
• Analyzes moderately complex to complex problems and takes corrective action at the service area level
• Participate in all compatibility testing prior to rollout of any new software/ technology
• This Professional should have a well-rounded knowledge of the policies and procedures of NTT and the customer.

 

Anticipated Schedule: 8am-5pm PST ; However, schedule is subject to change per needs to client and there may be a need respond to calls after normal business hours per leader instructions

 

Required Qualifications:

• 5+ years’ experience of Desktop Support deskside, and / or hardware support experience
• Must have previous Leadership Experience (whether a leader of a team(s), previous people- manager, and/or mentor/trainer)

 

Highly Preferred Skills:  

 

• A+ desktop certification is highly preferred
• Working within ServiceNow is a plus
• Proficient in Windows operating system environment, specifically in Word, Excel, PowerPoint, Visio, and Outlook
• Strong verbal and written communication skills
• Strong client service skills, including having the capability to communicate effectively clearly and concisely with a diverse group of team members and outside vendors/end client
• Manages escalated client situations with a focus on building positive client relationships
• Excellent understanding of internal service processes and able to articulate these to clients
• Strong technical and product knowledge
• Ability to physically perform general office requirements
• Must be able to perform essential responsibilities Strong problem solving skills and attention to detail
• Ability to multitask and work effectively in a fast-paced environment under tight deadlines
• Must be able to perform essential responsibilities with or without reasonable accommodations
• Undergraduate degree or some college coursework preferred

 

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About NTT DATA Services

NTT DATA Services is a recognized leader in IT and business services, including cloud, data and applications, headquartered in Texas. As part of NTT