Technical Support Lead

NTT DATA, Inc.; Fort Washington (PA); Hybrid; USD 70,000 - 110,000; Full time

Job summary

An established industry player is seeking a Technical Support Lead for their Fort Washington office. This hybrid role involves leading technical support efforts, managing incidents, and collaborating with various IT teams to enhance service delivery. The ideal candidate will have extensive experience in Windows environments, PowerShell scripting, and a strong customer service orientation. Join a forward-thinking organization that values innovation and teamwork, offering a dynamic work environment where your contributions will directly impact the success of IT operations.

Qualifications

• 5+ years of technical lead experience required.
• Experience in Windows 10/11 and PowerShell scripting is essential.

Responsibilities

• Lead IT support and incident resolution for technical issues.
• Manage IT asset administration and ensure compliance with operational procedures.

Skills

Windows 10 and 11

PowerShell Scripting

SCCM

VMWare

Software Packaging

Virtual Desktops

Customer Service Skills

Analytical Skills

Problem-Solving Skills

Education

Bachelor's Degree or Equivalent Experience

Tools

SCCM

VMware

PSAppDeploy

Job description

Press Tab to Move to Skip to Content Link

Select how often (in days) to receive an alert: Create Alert

NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a Technical Support Lead to join our team in Fort Washington, Pennsylvania (US-PA), United States (US).

The Technical Support Lead will work closely with Desktop Engineering, Field Services,and IT Asset Management services to focus on mitigating service interruptions, managing and resolving incidents and problems, responding to service requests, maintaining operating systems, and administering software distribution. Leads research, development, and testing of new technologies. Provides Tier 3 support and drives resolution of incidents and problems as needed.This is a hybrid position (3 days on-site in Ft. Washington, PA).

• Dynamically adapts and eagerly cooperates with other members of IT teams to address shifting needs, priorities, and technology trends.
• Self-starter with the ability to work independently, prioritize and get things done.
• Articulate and approachable technology advocate, skilled in providing informed technology consulting services, while also maintaining support standards and practices.
• Able to collaborate with customer representatives to determine service needs
• Communicates effectively when speaking and writing, uses appropriate grammar, organizes ideas clearly and articulates ideas concisely

Job Responsibilities Include:

• Customer Service Support
  • Ensure that the inventory of components to be supported is complete and current.
  • Draft and maintain documentation, knowledge base articles, and procedures to guide support functions
  • Ensure that tracking and monitoring of performance is carried out, metrics and reports are analyzed, and issues are resolved.
• IT Infrastructure
  • Carry out agreed operational procedures, including network configuration, installation, and maintenance.
  • Leads the implementation of maintenance and installation work. Identifies operational problems and spearheads resolution.
  • Participates and provides thought leadership to infrastructure projects.
  • Microsoft stack experience (Active Directory, Intune)
  • Proficiency in PowerShell
• System software
  • Review system software updates and identifies/prioritizes updates requiring action
  • Tailor system software to maximize hardware functionality.
  • Install and test new versions of system software.
  • Investigate and coordinate the resolution of potential and actual service problems. Prepare and maintain operational documentation for system software. Advise on the correct and effective use of system software.
  • Experience deploying software utilizing PSAppDeploy.
• Conduct tests of hardware and/or software using supplied test procedures and diagnostic tools. Corrects malfunctions, calling on other experienced colleagues and external resources if required.
• Document details of all hardware/software items that have been installed and removed. Participate in change and configuration management activities
• Develop installation procedures and standards, and schedule installation work.
• Provide specialist guidance and advisory to foster continuous improvement
• Asset management
  • Control IT assets ensuring that administration of the acquisition, storage, distribution, movement, and disposal of assets is carried out.
  • Leads IT asset management technologies
  • Participates in IT asset management activities as required

Basic Qualifications:

• 5+ years of technical lead experience including: Windows10 and 11, Powershell Scripting, SCCM, VMWare, Software Packaging, Virtual Desktops

Preferred Skills:

• CompTIA A+ Certification Excellent customer service and soft skills
• Service oriented personality and attitude
• Experience managing 3rd party service provider teams
• Strong analytical and problem-solving skills
• Bachelor’s degree or equivalent experience

About NTT DATA

NTT DATA is a $30 billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long term success. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies.Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure and connectivity. We are one of the leading providers of digital and AI infrastructure in the world. NTT DATA is a part of NTT Group, which invests over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. Visit us atus.nttdata.com

NTT DATA endeavors to make https://us.nttdata.com accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at https://us.nttdata.com/en/contact-us . This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. 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. For our EEO Policy Statement, please click here . If you'd like more information on your EEO rights under the law, please click here . For Pay Transparency information, please click here .

Nearest Major Market: Philadelphia
Job Segment: Technical Support, Testing, Consulting, Technology