Senior Service Desk Technician

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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

• 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.

KNOWLEDGE, SKILLS & ABILITIES

• 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.

#GlobalDataCentersCareers 

EDUCATION & EXPERIENCE

• High School diploma or GED required.

• Associate degree or technical training school required.

• Minimum of five years’ experiencer.

• A+, Network + certification a plus.

PHYSICAL REQUIREMENTS

• 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.

WORK CONDITIONS

• Typical data center work environment with varying temperatures and loud noises

• Extensive daily usage of a computer or workstation.

• Work on site; no telecommuting. 

SPECIAL REQUIREMENTS

• 24/7/365 shift work with the potential for rotational schedules.

• Must posess a current, valid state-issued driver’s license.

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 $28.90 - $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

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