Associate Service Desk Technician

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?

POSITION SUMMARY: BASIC FUNCTION

Provide 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.

Working at NTT

ESSENTIAL DUTIES & RESPONSIBILITIES

• Maintain printer and copier supplies.
• Performs other duties as assigned.
• Acts as communication coordinator and situation manager during any critical incidents call bridge events.
• Performs initial investigation and/or troubleshooting of system and network issues to determine root cause and resolution.
• Provides corporate desktop support services including laptop imaging, printer support, user account administration and other hardware, software, telecom, and communication services with support from Service Desk Senior Analysts.
• Thoroughly documents steps taken to resolve incidents.
• Performs software, hardware and firmware upgrades as necessary.
• Takes initial telephone or email inquiries and troubleshoot and manage hardware, software or network problems with users.
• Coordinates with third party vendors to provide the best possible product & support to end users.
• Assists in the management of asset lifecyle activities.
• Records required customer and problem information, updating records with appropriate journal entries of activities.
• Documents support procedures.
• Answers company operator calls and direct them to the appropriate person.
• Handles cell phone provisioning and tracking following established BYOD and other policies and procedures.
• Verifies that suggested solutions effectively resolve the users' problems through verbal or email follow up.
• Elevates complex and/or high priority incidents or requests to appropriate personnel or support groups for timely resolution.
• Performs desktop software license management and inventory control.
• Participates in training and mentoring of Service Desk Technicians.

KNOWLEDGE, SKILLS & ABILITIES

• Strong customer service and interpersonal communication skills with a dedication to customer satisfaction.
• Good documentation skills.
• Technical knowledge of PC hardware, operating systems, and networking.
• Type a minimum of 35 wpm.
• Ability to accommodate flexible work schedules.
• Good troubleshooting skills.
• Good problem solving skills.
• Ability to work in a fast paced environment.
• Ability to work well in a team environment.
• Proven ability to work independently.

#GlobalDataCentersCareers

What will make you a good fit for the role?

EDUCATION & EXPERIENCE

• High school diploma or GED required.
• A+ and/or Network + certification a plus.
• Associate degree or technical training school preferred.
• Minimum of 3 years experience.

PHYSICAL REQUIREMENTS

• Ability to distinguish colors on wiring and cables to ensure safety protocols are followed.
• Able to climb ladders and work on raised platforms.
• Ability to work in confined spaces.
• Dexterity of hands and fingers to operate any required computer keyboard, mouse, and other technical instruments.
• Requires ability to lift and carry objects weighing up to 50 pounds.
• Able to hear and speak into a telephone and 2-way radio.
• Requires the ability to kneel, stand, walk great distances, climb stairs/ladders

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

• May be required to work second and third shifts on occasion, or as scheduled.
• 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 $27.30 - $40.90 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.

Join our growing global team and accelerate your career with us. Apply today.