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Field Tech Associate

Company: NTT DATA
Location: Brookfield
Posted on: July 22, 2021

Job Description:

The Desktop Support Analyst (Technician) will be responsible for performing various managed client services for a strategic customer. These services include: IMAC, Break Fix, Desk Side Support, etc. This role combines strong technical skills with an emphasis on delivery high level of customer service.

This position will be a Client based position.

Role Responsibilities

  • Execute service delivery (IMAC, Break Fix, Desk Side Support) according to Managed Client Policy & Procedure Guide.
  • Coordinates with Client End User on expectations and availability to conduct Managed Client Services.
  • Performs trouble shooting, parts replacement, system upgrades, and basic deployments & repair on Client Assets in campus / remote locations.
  • Identifies potential issues that could adversely impact End User experience and follows through on action steps.
  • Strives to meet all Client SLAs & Customer Satisfaction Goals.
  • Escalate to IF Desktop Support Site Lead on issues that impact a Client End User and/or entire operation at a given site.
  • When required - provides onsite shadowing to Dell Program Field Service Team.
  • Serves as an entry point to develop both technical and customer skills to grow into broader and more challenging field services roles.
  • Basic installation and maintenance of technical products.
  • Follows predefined procedures and tasks in everyday activities.
  • Work is regularly reviewed by a more senior level technical specialist.
  • Reviews, troubleshoots and approves operational quality desktops, notebooks, printers, and associated peripherals.
  • Installs, maintains and optimizes desktop /notebook configurations at customer sites.
  • Diagnoses and resolves product performance problems.
  • Performs maintenance and repair services.
  • Ensures customer satisfaction by advising customers on preventive maintenance and configurations which may impact product performance.
  • Instructs customers in the operation and maintenance of the system.


Basic Qualifications

  • 1+ years desktop/technical support experience


Additional skills

  • A+ Certification
  • Must have a proven customer service background
  • Knowledgeable of Windows Operating System environment
  • Must be able to comprehend and follow verbal and written technical instructions and scripts
  • Good verbal and written communication skills
  • Physically able to lift and move Enterprise and Client technology hardware in our customer environments
  • Excellent interpersonal skills and ability to work collaboratively in a team environment
  • Basic customer interaction skills
  • Strong troubleshooting skills


#INDICS

Nearest Major Market: Waukesha

Nearest Secondary Market: Milwaukee

Job Segment:
Technical Support, User Experience, Technology

Keywords: NTT DATA, Milwaukee , Field Tech Associate, Other , Brookfield, Wisconsin

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