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The Sr. Service Desk Technican provides 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 and Associate Service Desk Technicians.Working at NTT
ESSENTIAL DUTIES & RESPONSIBILITIES
Serves as an escalation point from Service Desk Technicians and Associate Service Desk Technicians in performing to troubleshoot and manage hardware, software or network problems with users.
Elevates complex and/or high priority incidents or requests to appropriate personnel or support groups for timely resolution.
Records required customer and problem information, updating records with appropriate journal entries of activities.
Verifies that suggested solutions effectively resolve the users’ problems through verbal or email follow up.
Thoroughly documents steps taken to resolve incidents.
Develops and documents support procedures.
Acts as point of contact for client and management escalations.
Acts as communication coordinator and situation manager during any critical incidents call bridge events.
Takes ownership of mini projects and ensures they are completed in a timely manner.
Serves as escalation for investigation and/or troubleshooting of system and network issues to determine root cause and resolution.
Participates in training and mentoring of Service Desk Technicians and Associate Service Desk Technicians.
KNOWLEDGE, SKILLS & ABILITIES
Ability to multi-task
Ability to accommodate flexible work schedules
Proven ability to work independently
Ability to work well in a team environment
Ability to work well in a fast paced environment.
Strong customer service and interpersonal communication skills with a dedication to customer satisfaction.
Type a minimum of 35 wpm.
Advanced knowledge of PC hardware, operating systems, and networking.
Proficient with MS Office Suite (Word, Excel, PowerPoint and Project).
Excellent problem solving skills.
Excellent troubleshooting skills.
Excellent documentation skills
Good leadership skills.
#GlobalDataCentersCareers
EDUCATION & EXPERIENCE
High School diploma or GED required.
Associate degree or technical training school required.
Minimum of five years’ experiencer.
A+, 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
24/7/365 shift work with the potential for rotational schedules.
Must possess a current, valid state-issued driver’s license.
This position requires work to be done onsite at a data center facility and may require use of a personal mobile device. A monthly stipend will be provided to cover expenses incurred for using a personal device, if applicable.
NTT Global Data Centers Americas, Inc. offers competitive compensation based on experience, education, and location. Hourly base salary for this position is $33.90 - $42.40 and is eligible for overtime pay in accordance to local state and federal ‘Wage and Hour’ requirements.
All 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.
Skills Summary
Break-Fix, Hardware Installations, Installation Testing, Network Maintenance, Server Maintenance, Software Installations, System Backups, TroubleshootingWorkplace type:
On-site WorkingEqual Opportunity Employer
NTT 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, color, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category
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