Associate Service Desk Technician

NTT Global Data Centers Americas, Inc.; Ashburn (VA); Remote; USD 51,000 - 66,000; Full time

Benefits offered by this job

Remote work stipend

Health, dental, vision benefits

401(k) retirement plan

Job summary

NTT Global Data Centers Americas, Inc. is seeking a technical support specialist to assist customers with hardware, software, and networking issues.

You will triage requests, document actions, and escalate complex problems to the appropriate teams to ensure rapid resolution. The role requires strong customer service, the ability to work in a fast-paced data center environment, and a willingness to support a 24/7 operation.

Qualifications

• Minimum 1 year of experience in a help desk or IT support role.
• Proficient with MS Office and basic networking concepts.
• Ability to work in a fast-paced, on-site or remote environment.

Responsibilities

• Provide technical support for computer hardware and software.
• Record and track customer information and issues; escalate as needed.
• Troubleshoot hardware, software, and network problems with end users.
• Document steps taken and verify solutions with users.
• Support asset lifecycle activities and account provisioning.

Skills

Customer service

MS Office

Typing 35 wpm

Networking basics

Independent work

Education

High school diploma

Associate degree / technical training

Tools

MS Office Suite

Ticketing system

Job description

Make an impact at NTT Global Data CentersJoin 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 glanceProvides 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.What we are looking forPOSITION SUMMARY: BASIC FUNCTIONProvides 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.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.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.“A valid driver's license is required as employees will need to support tasks in nearby buildings and utilize company vehicles to complete assignments.”Compensation Pay RangeFor 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 - $47.93All 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.Who we areAs the third largest data center provider, we operate over 150 data centers in more than 20 countries and regions. We understand that every business – large and small – has its own unique needs and goals. We offer local-to-global data center expertise, aligned with our connected platform of AI-ready data centers to create solutions that enable our clients to seamlessly scale their digital businesses, anywhere and anytime.NTT Global Data Centers 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, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.