Field Tech Analyst Details

Field Tech Analyst

NTT DATA Services - Hackensack, NJ

Employment Type : Full-Time

Req ID: 112586

NTT DATA Services 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 Field Tech Analyst to join our team in Hackensack, New Jersey (US-NJ), United States (US).

The NTT DATA Services Field Technical Support 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 requires reliable transportation to visit various office locations in the area, physical ability to lift and move Enterprise and Client technology hardware in our customer environment, and flexibility to participate in an on-call rotation schedule with other team members.

• Execute service delivery (IMAC, Break Fix, Desk Side Support) according to Managed Client Policy & Procedure Guide
• Coordinate with Client End User on expectations and availability to conduct Managed Client Services
• Perform trouble shooting, parts replacement, system upgrades, and basic deployments & repair on Client Assets in campus / remote locations
• Identify potential issues that could adversely impact End User experience and follows through on action steps
• Strive to meet all Client SLAs & Customer Satisfaction Goals
• Escalate to Desktop Support Site Lead on issues that impact a Client End User and/or entire operation at a given site
• Serve 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
• Follow predefined procedures and tasks in everyday activities
• Review, troubleshoot and approve operational quality desktops, notebooks, printers, and associated peripherals
• Install, maintain and optimize desktop /notebook configurations at customer sites
• Diagnose and resolve product performance problems
• Perform maintenance and repair services
• Ensure customer satisfaction by advising customers on preventive maintenance and configurations which may impact product performance
• Instruct customers in the operation and maintenance of the system
• Work is regularly reviewed by a more senior level technical specialist

• 4+ years of IT windows support experience
• High School Diploma or equivalency

Preferences:

• Strong customer support experience
• A+ certification or equivalent skillset

About NTT DATA Services

NTT DATA Services is a global business and IT services provider specializing in digital, cloud and automation across a comprehensive portfolio of consulting, applications, infrastructure and business process services. We are part of the NTT family of companies, a partner to 85 % of the Fortune 100.

NTT DATA Services is an equal opportunity employer and will consider all qualified applicants for employment without regard to race, gender, disability, age, veteran-status, sexual orientation, gender identity, or any other class protected by law.