Deskside Support Lead Technician

2 weeks ago

Edison, United States NTT DATA Services Full time

Req ID: 293570 

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 Deskside Support Lead Technician to join our team in Edison, New Jersey (US-NJ), United States (US).

This role requires working onsite daily at our client's facility and requires employee to be fully vaccinated (Covid and Flu) on or before start date to the extent required by applicable law.

 

This position will be working mainly in Edison but from time to time must be flexible to work in other locations in the area.  Rotating On-call/holiday and occasional weekend support

 

The Desktop Support Technician will be responsible for performing various managed client services for a strategic customer.  These services include: IMAC, Break Fix, Desk Side Support, etc. This role combines strong technical skills with an emphasis on delivering a high level of customer service.

 

Job Responsibilities Include:

  • Performing moderate-to-complicated configuration and repair of desktop/notebook computer equipment (and connected peripherals), low-to-moderate installation of IP phone handsets including network drops, and moderate troubleshooting of technical issues on desktop/notebook computer equipment.
  • Provide customer service to a large end user base onsite at customer’s location regarding computing functionality, questions, diagnostics, assistance, and consultations in one on one or group situations via in person, phone, email, and video conferences, etc.
  • Ensures customer satisfaction by advising customers on preventive maintenance and configurations which may impact product performance.
  • Diagnoses and resolves product performance problems using advanced tools / technical knowledge to remediate customer problems.  Ability to identify issues caused by firewall, proxy, or anti-virus software.
  • Break/Fix (Hardware and Software) -Performs troubleshooting, parts replacement, and repair on desktops / notebooks, printers, and attached peripherals.  Diagnoses and resolves product performance problems using advanced tools / technical knowledge.
  • IMAC - Desktop, Laptop, printer and attached peripherals installation & maintenance including hardware, software, and consumables. 
  • Ticket and workload management utilizing customer provided ticketing system.
  • Physically able to lift and move hardware.

 

Basic Qualifications:

 

  • Must have at least at least 3 years of experience desktop support experience including:
  • Hands on experience with workstation hardware, including assembly, troubleshooting and components replacement.
  • Hands on experience with installation, configuration and troubleshooting Windows operating systems, MS applications (office), Antivirus programs, Browsers.

 

Preferred Skills:

 

  • MS Windows, MS Office, Google Workspace knowledge, ChromeOS, IOS, Citrix client
  • Motivated technician with proven troubleshooting skills
  • Proven customer service skills - Must be able to effectively communicate with customers over the phone, in person and via email while providing excellent customer service.
  • Must be able to effectively multi-task and work in a dynamic, fast-paced team environment.
  • Familiarity with workgroup and domain environments
  • Windows 10 / ChromeOS / Cloud Ready Deployments
  • Active Directory - Computer management
  • Imaging, software push using Ivanti LANDesk
  • Work with vendors to help troubleshoot and resolve vendor supported applications and hardware (liaison between end user, vendor, and other support towers)
  • Smart hands for specific support towers.  Provide boots on ground for outages and major incidents and follow directions provided by advanced support towers (Epic, Citrix, Network, Server, Cyber, Enterprise applications)
  • Break-fix/Install - thin clients, mobility devices, desktops / laptops, Chrome devices, peripherals (signature pads, scanners, credit card machines)

#INDICS

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. 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 one of the leading providers of digital and AI infrastructure in the world. NTT DATA is a part of NTT Group, which invests over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. Visit us at us.nttdata.com

NTT DATA is an equal opportunity employer and considers all applicants without regarding to race, color, religion, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other characteristic protected by law. We are committed to creating a diverse and inclusive environment for all employees. If you need assistance or an accommodation due to a disability, please inform your recruiter so that we may connect you with the appropriate team.

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