Req ID: 305227

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 Field Tech Senior Associate - Onsite IT Support to join our team in Sydney, New South Wales (AU-NSW), Australia (AU).

Role & Responsibilities:

• Provide Level 1, 2 support to the organisations diverse end-user base by responding to inbound and outbound service requests and incidents and finding the root cause of the issue and collaborating with the respective teams to resolve the issue.
• Imaging and managing laptops with Intune imaging and Airwatch portal management.
• Managing tickets on Service now ITIL tool according to the priorities and adhering to SLA's.
• Managing mobile device assets, and JAMF portal.
• Maintain and Support end users in installing software applications, ensuring they met project requirements and quality standards.
• Collaborate with cross-functional teams, including IS Directors, IS managers, and Infrastructure engineers, to implement software solutions.
• Assisting network management team and providing onsite smart hands for network upgrades. This involves testing, and deploying applications, Networks, Firewalls that streamline network operations, enhancing overall efficiency and reducing operational complexity.
• Support mobile applications for field technicians to access information, submit reports, and receive updates while on-site.
• Resolve software defects and issues, employing strong debugging and problem-solving skills.
• Optimized software for performance, scalability, and resource usage, resulting in improved system efficiency.
• Provided essential support during software deployment and maintenance activities.
• Conducted training sessions for field service personnel to ensure effective use of software tools.
• Analyse and tackle complex technical problems with innovative and practical solutions.
• Document technical specifications, design documents, and user manuals for various software components.
• Collaborate in Agile or other development methodologies to efficiently deliver projects and meet deadlines.
• Ensure the security of software applications by implementing best practices and security measures.
• Efficient use of Robotic Process Automation using tools like Power Apps, Power Automation, UiPath and SharePoint Frameworks.
• Build Customer relationships and managing both internal and external stakeholders to gather requirement and work according to the client needs.
• Enhanced knowledge on technical skills, problem solving skills, Time management, Office 365 applications including Excel and formulas, Outlook, Microsoft Exchange, MS Teams, WebEx.
• Service Level Agreements (SLAs) Management and understanding priorities.
• 100% asset management accuracy and comply to asset management requirements of Laptops, Mobiles, iPads, Video Conference Devices.

• 3 - 5 year of experience Desktop Support for Software and hardware troubleshooting, Windows OS in Desktop or Deskside Support environment.
• Good understanding of ITL Framework is a must
• Experience in using ITSM Tools like Service Now, Remedy etc.