3574 - Associate Service Desk Technician

Global Data Centers Americas, Inc.; EE. UU.; Presencial; USD 51.000 - 66.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

paid time-off

medical

dental

vision benefits

life and supplemental insurance

short-term disability

long-term disability

flexible spending account

401k retirement plan

Descripción de la vacante

NTT Global Data Centers Americas, Inc. is seeking a Service Desk Technician to provide customer service, troubleshoot, and escalate incidents in a 24x7 NOC environment.

You will document issues, support hardware, software, and network problems, and coordinate with vendors to resolve complex cases. The role requires strong problem-solving, teamwork, and the ability to work in a fast-paced data center setting on site.

Formación

• High school diploma or GED is required.
• Associate degree or technical training preferred.
• Minimum of 3 years experience.
• A+ and/or Network+ certification a plus.

Responsabilidades

• Answer calls and direct to the appropriate person.
• Troubleshoot hardware, software, or network issues with users.
• Document information and journal activities for each case.
• Escalate complex incidents to relevant teams for timely resolution.
• Coordinate with vendors to deliver product and support to end users.
• Perform desktop software license management and inventory control.

Conocimientos

Problem solving

Troubleshooting

Documentation

Independence

Teamwork

Flexibility

Fast-paced environment

Customer service

Typing 35 wpm

PC hardware & networking

Educación

High school diploma or GED

Associate degree or technical training

3 years experience

Herramientas

Asset management systems

Descripción del empleo

Make an impact at NTT Global Data Centers

Join NTT Global Data Centers and be part of a team that drives innovation and sustainability in the digital world. With over 150 data centers across more than 20 countries globally, we offer unparalleled opportunities to work on cutting-edge technology and transformative projects. Experience a collaborative, innovative, and inclusive workplace where your ideas are valued, and your growth is supported.

Your role at a glance

Provide customer service, troubleshooting, as well as incident escalation for all users contacting the 24 x 7 x 365 NOC environment and act as escalation point for Service Desk Technicians.

What we are looking for

ESSENTIAL DUTIES & RESPONSIBILITIES

• Answers company operator calls and direct them to the appropriate person.
• Takes initial telephone or email inquiries and troubleshoot and manage 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.
• Provides corporate desktop support services including laptop imaging, printer support, user account administration and other hardware, software, telecom, and communication services with support from Service Desk Senior Analysts.
• Coordinates with third party vendors to provide the best possible product & support to end users.
• Performs software, hardware and firmware upgrades as necessary.
• Thoroughly documents steps taken to resolve incidents.
• Assists in the management of asset lifecyle activities.
• Maintain printer and copier supplies.
• Performs initial investigation and/or troubleshooting of system and network issues to determine root cause and resolution.
• Handles cell phone provisioning and tracking following established BYOD and other policies and procedures.
• Documents support procedures.
• Participates in training and mentoring of Service Desk Technicians.
• Performs desktop software license management and inventory control.
• Acts as communication coordinator and situation manager during any critical incidents call bridge events.
• Performs other duties as assigned.

KNOWLEDGE, SKILLS & ABILITIES

• Good problem solving skills.
• Good troubleshooting skills.
• Good documentation skills.
• Proven ability to work independently.
• Ability to work well in a team environment.
• Ability to accommodate flexible work schedules.
• Ability to work in a fast paced environment.
• Strong customer service and interpersonal communication skills with a dedication to customer satisfaction.
• Type a minimum of 35 wpm.
• Technical knowledge of PC hardware, operating systems, and networking.

EDUCATION & EXPERIENCE

• High school diploma or GED required.
• Associate degree or technical training school preferred.
• Minimum of 3 years experience.
• A+ and/or Network + certification a plus.

PHYSICAL REQUIREMENTS

• Able to climb ladders and work on raised platforms.
• Able to hear and speak into a telephone and 2-way radio.
• 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 work environment with varying temperatures and loud noises. Extensive daily usage of a computer or workstation.

Work on site; no telecommuting.

SPECIAL REQUIREMENTS

• May be required to work second and third shifts on occasion, or as scheduled.
• Must possess a current, valid state-issued driver's license.

Compensation Pay Range

For roles residing in the US, we share pay and benefit levels to support pay transparency requirements. For other countries, we are more than happy to share our competitive pay and benefit levels during the interview process.

This is a remote position that requires reliable internet connection and electricity. A monthly stipend is provided to cover expenses associated with working remotely and use of a personal mobile device, if applicable.

NTT Global Data Centers Americas, Inc. offers competitive compensation based on experience, education, and location.

Base salary for this position is:

$36.88 - $47.93

All regular full-time employees are eligible for an annual bonus; payout is dependent upon individual and company performance.

• paid time-off
• medical
• dental
• vision benefits
• life and supplemental insurance
• short-term disability
• long-term disability
• flexible spending account
• 401k retirement plan

Who we are

As the third largest data center provider, we oper