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Senior Service Desk Technician

4 months ago

Sacramento, United States NTT America Solutions, Inc. Full time

NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future.

In today’s ‘iNTTerconnected’ world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve some of the world’s most significant technological, business and societal challenges.

With people at the heart of our success, NTT is committed to attracting and growing the best talent and providing an environment where everyone feels they can belong and their contribution matters.

Want to be a part of our team?

Provides technical support for customers in the use of computer hardware and software. Answers, evaluates, and prioritizes incoming requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.

Working at NTT

ESSENTIAL DUTIES & RESPONSIBILITIES

  • Answers company operator calls and direct them to the appropriate person.

  • Takes initial telephone or email inquiries and troubleshoot and manage relatively simple hardware, software or network problems with users.

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

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

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

  • Reviews event monitoring tools and ticket queue to help resolve operations tickets.

  • Thoroughly documents steps taken to resolve incidents.

  • Maintain printer and copier supplies.

  • Performs desktop software license management and inventory control.

  • Assists in setting up new user profiles, PC’s/laptops/phones.

  • Performs software, hardware and firmware upgrades as necessary.

  • Perform account terminations based on documented processes.

  • Assists in the management of asset lifecyle activities.

  • Handles cell phone provisioning and tracking following established BYOD and other policies and procedures.

  • Performs other duties as assigned.

KNOWLEDGE, SKILLS & ABILITIES

  • Strong customer service and interpersonal communication skills. Dedication to customer satisfaction.

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

  • Ability to work in a fast-paced environment.

  • Proven ability to work independently.

  • Ability to accommodate flexible work schedules.

  • Ability to work in a team environment.

  • Type a minimum of 35 wpm.

  • Technical knowledge of PC Hardware, operating systems, and networking.

#GlobalDataCentersCareers

EDUCATION & EXPERIENCE

  • High school diploma required.

  • Associate degree or technical training school preferred.

  • Minimum 1 years of experience required.

  • A+ certification a plus.

PHYSICAL REQUIREMENTS

  • Able to climb ladders and work on raised platforms.

  • 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 environment with varying temperatures and loud noises.

  • Work on site; no telecommuting.

SPECIAL REQUIREMENTS

  • Requires availability 24/7/365 potentially on a rotational schedule.

  • Must be able to work late nights, holidays and weekends.

  • Must be comfortable working in a highly critical, fast paced environment with shifting priorities.

  • Must possess 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 $33.90 - $42.40 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.

Skills Summary

Break-Fix, Hardware Installations, Installation Testing, Network Maintenance, Server Maintenance, Software Installations, System Backups, Troubleshooting

Workplace type :

On-site Working

Equal Opportunity Employer

NTT 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, color, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category

Join our growing global team and accelerate your career with us. Apply today.

A career at NTT means:

  • Being part of a global pioneer – where you gain exposure to our Fortune 500 clients and world-leading global technology partners and work with a network of over 40,000 smart and diverse colleagues across 57 countries, delivering services in over 200 countries.

  • Being at the forefront of cutting-edge technology – backed with a 150-year heritage of using technology for good. With 40% of the world’s internet traffic running on our network and where Emoji were first invented, you can be proud of the group’s many new ‘firsts’.

  • Making a difference – by doing meaningful work that helps to shape the future for our clients, and across industries and communities around the world.

  • Being your best self – in a progressive ‘Connected Working’ environment that promotes flexibility, connection and wellbeing. Where diversity and different perspectives are embraced to ensure equal opportunities for all.

  • Having ongoing opportunities to own and develop your career – with a personal and professional development plan and access to the broadest learning offerings in the industry.