Your role at a glanceProvide 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.
- 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 RangeThis 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 $36.88 - $47.93 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.
