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Technical Support Specialist

2 months ago

Northampton, Massachusetts, United States NTT DATA Full time

Position ID: 292110

NTT DATA Services is dedicated to employing exceptional, innovative, and passionate individuals who are eager to advance their careers. We foster an inclusive, adaptable, and forward-thinking work environment.

Role Overview:

  • Conducts troubleshooting, parts replacement, system upgrades, and basic deployments and repairs on client assets in various locations.
  • Proactively identifies potential issues that may negatively affect the end-user experience and implements appropriate solutions.
  • Aims to meet all client service level agreements (SLAs) and customer satisfaction objectives.
  • Possesses comprehensive knowledge of the policies and procedures relevant to their area of work.
  • Exercises discretion and independent judgment for non-routine matters, while primarily focusing on routine tasks.
  • May provide policy recommendations to management and serve as an escalation point for less experienced colleagues.
  • Performs basic troubleshooting, parts replacement, system upgrades, and repairs on desktops, notebooks, and printers.
  • May be required to respond to service calls outside of standard business hours as directed by leadership.

Work Schedule and Location: Standard hours are 8 AM to 5 PM, Monday through Friday, with potential weekend requests. Flexibility to adapt to client needs is essential.

Essential Qualifications:

  • Minimum of 2 years of experience in IT technical support, specifically with desktops, notebooks, printers, and peripherals (tablets).
  • Ability to perform general office tasks, including lifting and moving technology hardware (up to 50 lbs).

Preferred Skills and Experience:

  • Experience executing service delivery tasks (IMAC, Break Fix, Desk Side Support) in accordance with Managed Client Policy and Procedure Guide.
  • Strong expertise in tablet support and phone support is highly desirable.
  • A+ certification or equivalent skill set is preferred.
  • Familiarity with the Windows operating system environment.
  • Demonstrated professional client service skills.
  • Capability to perform essential responsibilities with or without reasonable accommodations.
  • Certification in various hardware platforms may be required for addressing hardware issues.

About NTT DATA Services:

NTT DATA Services is a recognized leader in IT and business services, including cloud, data, and applications, with headquarters in Texas. As part of NTT DATA, a $30 billion global innovator with a presence in over 80 countries, we assist clients in transforming their businesses through technology consulting, industry and digital solutions, application development and management, managed edge-to-cloud infrastructure services, BPO, systems integration, and global data centers. We are committed to the long-term success of our clients.

NTT DATA Services is an equal opportunity employer and considers all applicants without regard 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 dedicated to fostering a diverse and inclusive environment for all employees. If you require assistance or accommodation due to a disability, please inform your recruiter to connect you with the appropriate team.