Senior Service Desk Technician

Want to be a part of our team?

Provides technical support for customers in the use of computer hardware and software. Answers, evaluates, and prioritizes incoming requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.

Working at NTT

ESSENTIAL DUTIES & RESPONSIBILITIES

• Answers company operator calls and direct them to the appropriate person.
• Takes initial telephone or email inquiries and troubleshoot and manage relatively simple hardware, software or network problems with users.
• Records required customer and problem information, updating records with appropriate journal entries of activities.
• Elevates complex and/or high priority incidents or requests to appropriate personnel or support groups for timely resolution.
• Verifies that suggested solutions effectively resolve the users' problems through verbal or email follow up.
• Reviews event monitoring tools and ticket queue to help resolve operations tickets.
• Thoroughly documents steps taken to resolve incidents.
• Maintain printer and copier supplies.
• Performs desktop software license management and inventory control.
• Assists in setting up new user profiles, PC’s/laptops/phones.
• Performs software, hardware and firmware upgrades as necessary.
• Perform account terminations based on documented processes.
• Assists in the management of asset lifecyle activities.
• Handles cell phone provisioning and tracking following established BYOD and other policies and procedures.
• Performs other duties as assigned.

KNOWLEDGE, SKILLS & ABILITIES

• Strong customer service and interpersonal communication skills. Dedication to customer satisfaction.
• Proficient with MS Office Suite (Word, Excel, PowerPoint, Project).
• Ability to work in a fast-paced environment.
• Proven ability to work independently.
• Ability to accommodate flexible work schedules.
• Ability to work in a team environment.
• Type a minimum of 35 wpm.
• Technical knowledge of PC Hardware, operating systems, and networking.

#GlobalDataCentersCareers

EDUCATION & EXPERIENCE

• High school diploma required.
• Associate degree or technical training school preferred.
• Minimum 1 years of experience required.
• A+ certification a plus.

PHYSICAL REQUIREMENTS

• Able to climb ladders and work on raised platforms.
• 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 environment with varying temperatures and loud noises.
• Work on site; no telecommuting.

SPECIAL REQUIREMENTS

• Requires availability 24/7/365 potentially on a rotational schedule.
• Must be able to work late nights, holidays and weekends.
• Must be comfortable working in a highly critical, fast paced environment with shifting priorities.
• Must possess 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 $33.90 - $42.40 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

Break-Fix, Hardware Installations, Installation Testing, Network Maintenance, Server Maintenance, Software Installations, System Backups, Troubleshooting

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