Your role at a glance
Provide 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.

What we are looking for
ESSENTIAL DUTIES & RESPONSIBILITIES

Answers company operator calls and direct them to the appropriate person.

Takes initial telephone or email inquiries and troubleshoot and manage hardware, software or network problems with users.

Records required customer and problem information, updating records with appropriate journal entries of activities.

Elevates complex and/or high priority incidents or requests to appropriate personnel or support groups for timely resolution.

Verifies that suggested solutions effectively resolve the users' problems through verbal or email follow up.

Provides corporate desktop support services including laptop imaging, printer support, user account administration and other hardware, software, telecom, and communication services with support from Service Desk Senior Analysts.

Coordinates with third party vendors to provide the best possible product & support to end users.

Performs software, hardware and firmware upgrades as necessary.

Thoroughly documents steps taken to resolve incidents.

Assists in the management of asset lifecyle activities.

Maintain printer and copier supplies.

Performs initial investigation and/or troubleshooting of system and network issues to determine root cause and resolution.

Handles cell phone provisioning and tracking following established BYOD and other policies and procedures.

Documents support procedures.

Participates in training and mentoring of Service Desk Technicians.

Performs desktop software license management and inventory control.

Acts as communication coordinator and situation manager during any critical incidents call bridge events.

Performs other duties as assigned.

KNOWLEDGE, SKILLS & ABILITIES

Good problem solving skills.

Good troubleshooting skills.

Good documentation skills.

Proven ability to work independently.

Ability to work well in a team environment.

Ability to accommodate flexible work schedules.

Ability to work in a fast paced environment.

Strong customer service and interpersonal communication skills with a dedication to customer satisfaction.

Type a minimum of 35 wpm.

Technical knowledge of PC hardware, operating systems, and networking.

EDUCATION & EXPERIENCE

High school diploma or GED required.

Associate degree or technical training school preferred.

Minimum of 3 years experience.

A+ and/or 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

May be required to work second and third shifts on occasion, or as scheduled.

Must possess a current, valid state-issued driver's license.

Compensation Pay Range

For roles residing in the US, we share pay and benefit levels to support pay transparency requirements. For other countries, we are more than happy to share our competitive pay and benefit levels during the interview process.

This is a remote position that requires reliable internet connection and electricity. A monthly stipend is provided to cover expenses associated with working remotely and use of a personal mobile device, if applicable.

NTT Global Data Centers Americas, Inc. offers competitive compensation based on experience, education, and location. Base salary for this position is:
$36.88 - $47.93

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.