Senior Field Technician Associate

NTT DATA Global Delivery Services Ltd; Bengaluru; On-site; INR 480,000 - 640,000; Full time

Job summary

NTT DATA in Bengaluru, Karnataka, India, seeks a Field Tech Senior Associate to manage dispatches, coordinate field operations and support end-user IT services. This role requires hands-on ITIL/ITSM experience and strong communication with internal and partner teams.

The ideal candidate will have 1–3 years in EUC support, exposure to ServiceNow/Remedy, and readiness for a 24x7 shift. Join a global technology leader delivering services to diverse clients in a dynamic environment.

Qualifications

• 1-3 years of EUC Support on Windows, Office & Desktop/Laptop hardware.
• Experience in ITIL process based environment.
• Hands-on experience with ITSM tools like ServiceNow, Remedy.
• Has supported a team delivering IT services in remote operations.
• Excellent written & spoken English skills.
• Exposure to Vendor Management and Infrastructure Change Requests is an added plus.
• Required to work in 24x7 Shift Based Environment.

Responsibilities

• Schedule and dispatch daily technician work orders and align with internal/partner teams to meet SLAs.
• Maintain constant communication with field staff and service teams.
• Act as escalation point for onsite technicians and guide resolutions for complex issues.
• Handle customer inquiries and provide timely updates on resolutions.
• Document and update ITSM records and service reports.
• Coordinate emergency responses and contingency planning.
• Ensure services meet ITIL standards and contractual KPIs.
• Assist in escalation management of field-raised issues.

Skills

EUc Support

ITIL

ITSM Tools

Remote operations experience

English proficiency

Vendor Management

24x7 shift readiness

Tools

ServiceNow

Remedy

Job description

Field Tech Senior Associate

NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. We are currently seeking a Field Tech Senior Associate to join our team in Bengaluru, Karnātaka (IN-KA), India (IN).

Job Description:

Dispatch Coordinator Roles and Responsibilities:

• Scheduling and Dispatching: Create daily schedules for technicians and work with Internal / Partner teams to ensure activities per SLA. Assign tasks, tickets and work orders to appropriate personnel based on availability and priorities. Ensure that the right resources are deployed for each task.
• Communication: Maintain constant communication with field staff, and service teams.
• Technical: Act as an escalation point of contact for Onsite Technicians and guide to resolution on complex issues in End User Support. Relay real-time information, instructions, and updates to ensure smooth operations.
• Customer Service: Handle customer inquiries, requests, and complaints related to delivery of services. Provide customers with accurate information about resolution times and updates and engage the right personnel to ensure resolution.
• Documentation and Record-Keeping: Maintain & Update ITSM Records in a timely manner. Verify and record completed tasks and service reports.
• Emergency Response: Provide contingency support to help resolve issues on priority. Coordinate emergency responses to address unexpected situations.
• Quality Assurance: Ensure that services meet quality and ITIL standards. To ensure that contractual metrices like SLAs and KPIs are met, review IT contractual service catalogues to ensure that services are delivered in line with scope.
• Escalation Management: Assists in escalation management of issues raised in the field.

Requirements:

• 1-3 years of experience in EUC Support on Windows, Office & Desktop \ Laptop Hardware
• Experience in ITIL Process Based Environment
• Hands-on experience with ITSM Tools like Service Now, Remedy etc.
• Has supported a team delivering IT Services in remote operations.
• Excellent written & spoken English skills.
• Exposure to Vendor Management and Infrastructure Change Requests is an added plus.
• Required to work in 24X7 Shift Based Environment.

About NTT DATA

NTT DATA is a $30 billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. our consulting and Industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is a part of NTT Group, which invests over $3 billion each year in R&D. Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client’s needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in-office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees.

NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

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Experience Level Senior Level