Field Tech Senior Associate

NTT Data, Inc. in Billerica, MA

  • Type: Full Time
position filled

Basic Job Duties:

·         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 in campus / remote locations.

·         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 IF Desktop Support Site Lead on issues that impact a Client End User and/or entire operation at a given site.

·         When required – provides onsite shadowing to Dell Program Field Service Team.

·         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.

·         Installs, maintains and optimizes desktop /notebook configurations at customer sites.

·         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.

Basic Qualifications:

·         2-4 years' experience in servicing/deploying computer equipment

·         Must have proven customer service background.

·         Individual will be knowledgeable of Windows operating system environment.

·         Able to comprehend and follow verbal and written technical instructions and scripts.

·         Qualified resources should have A+ certification or equivalent skill set; basic Windows troubleshooting will be involved.

·         Certification in various hardware platforms may optionally be required for servicing hardware issues.

·         Individual must have ability to receive calls during the normal business day and after hours.

·         Physically able to lift and move Enterprise and Client technology hardware in our customer environment

·         Excellent verbal and written communication skills with emphasis in customer service, including experience handling difficult customers and conflict resolution.

·         Excellent interpersonal skills and ability to work collaboratively in a team environment.


 

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