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GIOC- Onsite Analyst

3 months ago

Plano, United States NTT DATA Full time

Your day at NTT DATA


As a GIOC onsite analyst, you will be a member of a small team providing multi-channel support for clients, including walk-up, email, chat and telephone support for various incident and service requests, including hardware, software, Operating system, phones, and network issues. You will act as the single point of contact for end users on a day-to-day basis, oftentimes supplementing established procedures with their own troubleshooting skills to identify and resolve technical problems.


What you'll be doing


ESSENTIAL FUNCTIONS:


  • Act as a single point of contact focused on Incident, Request and Problem Resolution
  • Well-rounded technical knowledge of desktop operating systems, including Windows & MacOS as well as administrative applications including JAMF, SCCM and Intune
  • Application support and/or administration, including Confluence, SharePoint, M365, and Bomgar.
  • Administration of security tools including Microsoft Defender and Zscaler.
  • Additional support experience for Gitlab, Datadog, Jira Service Management, Absolute, and Asset Panda
  • Attempt to identify the underlying causes of issues within the infrastructure of a system and how to resolve them
  • Complete projects for incidents, problems, changes, and authoring correctly and on time
  • Fix problems (workstation, network, server) using their skills and troubleshooting ability.
  • Keeps track of lessons learned and shares those lessons through Knowledgebase and Use Case submissions
  • Keeps affected business partners informed about progress. Potentially travels between customers' sites to investigate, troubleshoot, and fix any problem that cannot be fixed remotely.
  • Provide hardware and software support for all supported Personal Computer and Mobile Devices plus associated peripherals.
  • Provides basic support of telephony and UC systems, including the support of conference room audio video equipment.
  • Maintaining accurate hardware and software inventory and configuration information.
  • Comply with the company’s and the client's Quality Management System.
  • Comply with the company’s and the Client's Security Policies and Occupational Health, Safety, and Environment policies and procedures.
  • Other duties, as requested


Leadership and Team Focus


Remains at the forefront of emerging industry practices and technologies. Provides recommendations on changes and design enhancements to improve reliability, security, processes, and performance.

Takes responsibility for meeting commitments; desires to succeed and has a history of meeting solutions by deadline.

Builds respectful relationships with team members and clients. Provides quality customer service above else; ensures an understanding between customer and NTT and helps provide workable solutions.

Promotes innovation, creativity, and effectiveness, always striving for continuous improvement.


QUALIFICATIONS:


  • Bachelor’s degree or equivalent work experience. 2+ years of technical Admin work experience
  • Advanced understanding of Microsoft Windows and MacOS.
  • Intermediate knowledge of Active Directory/Windows Server
  • Analytic ability to diagnose problems and work independently to correct difficulties.
  • Strong analytical, problem-solving, and conceptual skills.
  • Advanced end user application and device experience.
  • Procedure and process driven, ability to follow processes and procedures and report when they are no longer accurate
  • Strong customer focus. Must work well with customers of varying levels of technical expertise in high-pressure situations and complex environments.
  • Excellent oral and written communication skills, with the ability to communicate to various levels of management and customers.
  • Ability to adapt to changing business processes, technologies, and environments.
  • Strong desire and ability to quickly learn, become competent in, and apply new skills.
  • Must be proactive and able to work with minimal to no supervision.
  • Ability to work in pressure situations.
  • Available for full-time shift work, including afternoons and a rare occasional overnights
  • Fluent in English, strong communication skills
  • Technical Writing skills as well as some experience in training/teaching background
  • Ability to lift 50 lbs. w/ reasonable accommodations.
  • Required to travel for training and onsite support.


Workplace type:

On-site Working