Associate Service Desk Technician

Make an impact at NTT Global Data Centers Join NTT Global Data Centers and be part of a team that drives innovation and sustainability in the digital world. With over 150 data centers across more than 20 countries globally, we offer unparalleled opportunities to work on cutting-edge technology and transformative projects. Experience a collaborative, innovative, and inclusive workplace where your ideas are valued, and your growth is supported.

Your role at a glance

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.

What we are looking for

POSITION SUMMARY:

BASIC FUNCTION 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.

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.

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…