Senior Service Desk Technician

Garland, TX, United States

Make an impact with NTT DATA

Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can grow, belong and thrive.

Your day at NTT DATA

The Sr. Service Desk Technician provides 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 and Associate Service Desk Technicians.

What you'll be doing

ESSENTIAL DUTIES & RESPONSIBILITIES

Serves as an escalation point from Service Desk Technicians and Associate Service Desk Technicians in performing to troubleshoot and manage hardware, software or network problems with users.

Elevates complex and/or high priority incidents or requests to appropriate personnel or support groups for timely resolution.

Records required customer and problem information, updating records with appropriate journal entries of activities.

Verifies that suggested solutions effectively resolve the users’ problems through verbal or email follow up.

Thoroughly documents steps taken to resolve incidents.

Develops and documents support procedures.

Acts as point of contact for client and management escalations.

Acts as communication coordinator and situation manager during any critical incidents call bridge events.

Takes ownership of mini projects and ensures they are completed in a timely manner.

Serves as escalation for investigation and/or troubleshooting of system and network issues to determine root cause and resolution.

Participates in training and mentoring of Service Desk Technicians and Associate Service Desk Technicians.

KNOWLEDGE, SKILLS & ABILITIES

Ability to multi-task

Ability to accommodate flexible work schedules

Proven ability to work independently

Ability to work well in a team environment

Ability to work well in a fast paced environment.

Strong customer service and interpersonal communication skills with a dedication to customer satisfaction.

Type a minimum of 35 wpm.

Advanced knowledge of PC hardware, operating systems, and networking.

Proficient with MS Office Suite (Word, Excel, PowerPoint and Project).

Excellent problem solving skills.

Excellent troubleshooting skills.

Excellent documentation skills

Good leadership skills.

#GlobalDataCentersCareers

EDUCATION & EXPERIENCE

High School diploma or GED required.

Associate degree or technical training school required.

Minimum of five years’ experiencer.

A+, Network + certification a plus.

PHYSICAL REQUIREMENTS

Able to climb ladders and work on raised platforms.

Able to hear and speak into a telephone and 2-way radio.

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 work environment with varying temperatures and loud noises

Extensive daily usage of a computer or workstation.

Work on site; no telecommuting.

SPECIAL REQUIREMENTS

24/7/365 shift work with the potential for rotational schedules.

Must posess 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 $28.90 - $36.10 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.

Workplace type :

On-site Working

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. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. 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 also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.

Equal Opportunity Employer

NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.