Senior Helpdesk Agent - Remote Based

Req ID: 309383 

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 Senior Helpdesk Agent - Remote Based to join our team in Montgomery, Alabama (US-AL), United States (US).

 

 

The Senior Remote Helpdesk Agent is responsible for providing telephone/email/ and remote diagnostic technical support of hardware, systems, sub-systems and/or applications for customers. Answers questions about installation, operation, configuration, customization, and usage of assigned products. Applies diagnostic techniques to identify problems, investigate causes and recommend solutions to correct failures. Documents problems in the support solution database for diagnostics and solution implementation. 

 

**This is a remote helpdesk role based in the US.  Only US applicants will be considered.

 

The shift is Monday through Friday 8am – 5pm Central Time Zone.

 

 

Role Responsibilities 

• Diagnose and troubleshoot Level 2 problems encountered with hardware, software and peripherals
• Document service orders and perform follow up of completed orders for management information reporting and client satisfaction
• Coordinate user requests with external vendors according to policies and procedures
• Handle problems that the first-tier helpdesk is unable to resolve
• May provide guidance / training for less experienced end users
• Individuals here have a well-rounded knowledge of the policies and procedures for their work area

• Assists with team special projects as assigned

 

Basic Qualifications

• 1+ years of experience in a technical (Level 1) support role

 

Additional Requirements

• Working Knowledge of Windows Operating Systems
• Knowledge of identifying and troubleshooting IT related issues
• Working knowledge of MS Office
• Strong customer service focus
• Strong knowledge of entire support ecosystem
• Heavy critical thinking for focused accurate escalation
• Strong communication skills
• Organizational and technology understanding

 

Where required by law, NTT DATA provides a reasonable range of compensation for specific roles. The starting pay rate for this remote role is $17.50/hour.  This rate reflects the minimum and maximum target compensation for the position across all US locations. Actual compensation will depend on a number of factors, including the candidate’s actual work location, relevant experience, technical skills, and other qualifications. This position may also be eligible for incentive compensation based on individual and/or company performance.

 

This position is eligible for company benefits including medical, dental, and vision insurance with an employer contribution, flexible spending or health savings account, life and AD&D insurance, short and long term disability coverage, paid time off, employee assistance, participation in a 401k program with company match, and additional voluntary or legally-required benefits.

 

 

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 applicatio