Field Tech Associate – Tonawanda

NTT DATA North America; City of Tonawanda (NY); On-site; USD 40,000 - 60,000; Full time

Job summary

NTT DATA North America is seeking a Sr. Field Tech Associate to provide Deskside Support at a high‑profile account in Tonawanda. This role involves supporting over 500 end-user systems and interacting directly with customer employees, including C-level executives.

The ideal candidate must have extensive Windows troubleshooting experience and a strong understanding of Dell hardware. Responsibilities include technical support and proactive problem resolution while adhering to SLAs.

Qualifications

• Deep knowledge of imaging and troubleshooting Windows Desktops/Laptops, primarily Windows 7.
• Experience troubleshooting Windows in an Enterprise environment.
• Ability to manage team tickets within a ticketing system.

Responsibilities

• Provide campus‑wide support for 500+ end‑user systems.
• Interact with employees to provide first‑class customer support.
• Work within the NTT DATA Ticket Management System, accurately documenting work performed.

Skills

Customer support

Technical troubleshooting

Windows troubleshooting

Microsoft Office

Dell hardware knowledge

Tools

Service Now

SCCM

Job description

Sr. Field Tech Associate

Tonawanda, NY 14150 • 6‑8 months

For consideration, please email an updated Word version of your resume to [e-mail].

Job Overview

The Field Tech Sr. Associate will serve as a Deskside Support Specialist at a high‑profile NTT DATA Services account. This highly visible role may also involve larger, nationwide projects that include infrastructure‑wide improvements of significant impact.

Technical Responsibilities

Provide campus‑wide support for 500+ end‑user systems. This customer‑facing role will interact directly with employees of an NTT DATA customer to provide first‑class customer support and technical troubleshooting. Must have the ability to interface with C‑level executives.

Deep knowledge of imaging and troubleshooting Windows Desktops/Laptops, primarily Windows 7. Experience troubleshooting Windows in an Enterprise environment is a must.

Deep knowledge of COTS Software including Microsoft Office 2010 and 2016, Office 365, Adobe Acrobat. Customer uses Golden Image and the technician will be expected to troubleshoot the OS/App environment completely.

Deep knowledge of Dell Laptops and PCs.

General understanding of infrastructure technologies such as Windows Server 2003–2012, SCCM, enterprise‑level anti‑virus and data encryptions, Active Directory.

Work with the Desktop Engineering team to proactively identify issues with Dell hardware and/or software.

Understanding of PC reimaging processes and procedures, and experience with annual refresh programs.

Work within the NTT DATA Ticket Management System (Service Now) accurately documenting all work performed.

Meet or exceed all prescribed SLA’s.

Some asset management/tracking.

Non-Technical Requirements

The ability to manage team tickets within a ticketing system and within SLAs, perform triage and escalations.

Prepare documentation to record and track issue resolutions.

Proactive problem resolution.

Strong professional, interpersonal, communication and multi‑tasking skills and the ability to work well within a team environment.

Some travel may be required (~10%).

Equal Opportunity Employer

The Company is an equal opportunity employer and makes employment decisions on the basis of merit and business needs. The Company will consider all qualified applicants for employment without regard to race, color, religious creed, citizenship, national origin, ancestry, age, sex, sexual orientation, genetic information, physical or mental disability, veteran or marital status, or any other class protected by law. To comply with applicable laws ensuring equal employment opportunities to qualified individuals with a disability, the Company will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual with a disability who is an applicant or an employee unless undue hardship to the Company would result.