Req ID: 297358
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 Desktop Support Technician to join our team in Cidra, Puerto Rico (PR-PR), Puerto Rico (PR).
The Desktop Support Technician will be responsible for performing various managed client services for a strategic customer. These services include: IMAC, Break Fix, Desk Side Support, etc. This role combines strong technical skills with an emphasis on delivery high level of customer service.
Role Responsibilities
- Execute service delivery (IMAC, Break Fix, Desk Side Support) according to Managed Client Policy & Procedure Guide.
- Coordinates with Client End User on expectations and availability to conduct Managed Client Services.
- Performs trouble shooting, parts replacement, system upgrades, and basic deployments & repair on Client Assets (desktops, notebooks, printers)
- Identifies potential issues that could adversely impact End User experience and follows through on action steps.
- Strives to meet all Client SLAs & Customer Satisfaction Goals.
- Escalate to Desktop Support Site Lead on issues that impact a Client End User and/or entire operation at a given site.
- Serves as an entry point to develop both technical and customer skills to grow into broader and more challenging field services roles.
- Basic installation and maintenance of technical products.
- Follows predefined procedures and tasks in everyday activities.
- Work is regularly reviewed by a more senior level technical specialist.
- Reviews, troubleshoots and approves operational quality desktops, notebooks, printers, and associated peripherals.
- Diagnoses and resolves product performance problems.
- Performs maintenance and repair services.
- Ensures customer satisfaction by advising customers on preventive maintenance and configurations which may impact product performance.
- Instructs customers in the operation and maintenance of the system.
- Individuals here have a well-rounded knowledge of the policies and procedures for their work area.
- Their work may require discretion and independent judgment for non-routine matters. However, the primary focus of work activity is predominately routine.
- This role covers nights and weekend shifts supporting IT for a manufacturing plant facility.
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Basic Qualifications
- 3+ years desktop/technical support experience
Additional skills
- A+ Certification
- Must have a proven customer service background/solid client service skills
- Knowledgeable of Windows Operating System environment
- Must be able to comprehend and follow verbal and written technical instructions and scripts
- Good verbal and written communication skills
- Physically able to lift and move Enterprise and Client technology hardware in our customer environments
- Excellent interpersonal skills and ability to work collaboratively in a team environment
- Basic customer interaction skills
- Strong troubleshooting skills
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 applications, infrastructure and connectivity. We are one of the leading providers of digital and AI infrastructure in the world. NTT DATA is a part of NTT Group, which invests over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. Visit us at us.nttdata.com
NTT DATA is an equal opportunity employer and considers all applicants without regarding to race, color, religion, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other characteristic protected by law. We are committed to creating a diverse and inclusive environment for all employees. If you need assistance or an accommodation due to a disability, please inform your recruiter so that we may connect you with the appropriate team.
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