Field Tech Senior Associate
NTT DATA Services
Panama City, 8, PA
hace 2 horas

General Duties and Tasks

  • IT support technician to troubleshoot and create solutions that leverage technology to meet the end costumer's business needs in a junior role.
  • This service is on-site and may include the following activities :

    a. Assembly of equipment (Rollout)

    b. Relocation of equipment between floors and buildings.

    c. Installation of equipment for events.

    d. Replacement of monitor and / or telephones in place at final customer locations.

    e. Installation or removal of equipment for courses, training, or events (external). Includes : Installation of computer equipment, printers, projectors, telephones, software, installations, scanners or other microcomputer device or equipment.

    f. Basic Technical Support on EUC site with OnCall Service

    g. Diagnoses and troubleshoots Level 2 problem encountered with personal computer hardware, software, and peripherals.

    h. Acknowledges receipts of all users requests within defined service levels

    i. Initiates service orders (tickets) for all users requests assisting as necessary to provide appropriate information.

    j. Maintains user information and documentation

    l. Participates in ensuring that customer requests via the ticketing system are managed to closure.

    m. Delivers results in support or achieving the organizations Service Level Agreements.

    n. Operations and Technical Support about software support, equipment config, health checks and videoconference support.

    o. Remote support as Hands and Eyes to regional teams.

    p. Network & Facilities support.

    Must have Skills :

  • Experience 3 5 years of IT work or end user support in software & hardware troubleshooting.
  • Must have strong IT troubleshooting and problem-solving skills.
  • Networking knowledge (offsite, or home setups).
  • Must have demonstrated ability to manage multiple processes, priorities and demands to successfully meet customer SLAs.
  • Monitors the ticket queue(s) for incoming tickets and assigns and prioritizes tickets as required.
  • Nice to have, but not required :

  • ITIL Certification
  • CompTIA Certification
  • MSO 365 knowledge support
  • Service Now
  • Education Requirements

  • Bachelor’s and Associate Degree in Computer Science or similar
  • Language support : Spanish and Basic English
  • Experience in Desktop support role.
  • Work with project teams, Information Security, and Infrastructure Engineers to develop.
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