Your role at a glanceProvides technical support for customers in the use of computer hardware and software. Answers, evaluates, and prioritizes incoming requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.
What we are looking for POSITION SUMMARY: BASIC FUNCTIONProvides technical support for customers in the use of computer hardware and software. Answers, evaluates, and prioritizes incoming requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.
ESSENTIAL DUTIES & RESPONSIBILITIES• Answers company operator calls and direct them to the appropriate person.
• Takes initial telephone or email inquiries and troubleshoot and manage relatively simple 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.
• Reviews event monitoring tools and ticket queue to help resolve operations tickets.
• Thoroughly documents steps taken to resolve incidents.
• Maintain printer and copier supplies.
• Performs desktop software license management and inventory control.
• Assists in setting up new user profiles, PC's/laptops/phones.
• Performs software, hardware and firmware upgrades as necessary.
• Perform account terminations based on documented processes.
• Assists in the management of asset lifecyle activities.
• Handles cell phone provisioning and tracking following established BYOD and other policies and procedures.
• Performs other duties as assigned.
KNOWLEDGE, SKILLS & ABILITIES• Strong customer service and interpersonal communication skills.Dedication to customer satisfaction.
• Proficient with MS Office Suite (Word, Excel, PowerPoint, Project).
• Ability to work in a fast-paced environment.
• Proven ability to work independently.
• Ability to accommodate flexible work schedules.
• Ability to work in a team environment.
• Type a minimum of 35 wpm.
• Technical knowledge of PC Hardware, operating systems, and networking.
EDUCATION & EXPERIENCE• High school diploma required.
• Associate degree or technical training school preferred.
- Minimum 1 years of experience required.
- A+ certification a plus.
PHYSICAL REQUIREMENTS• Able to climb ladders and work on raised platforms.
• 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 environment with varying temperatures and loud noises.
• Work on site; no telecommuting.
SPECIAL REQUIREMENTS• Requires availability 24/7/365 potentially on a rotational schedule.
• Must be able to work late nights, holidays and weekends.
• Must be comfortable working in a highly critical, fast paced environment with shifting priorities.
- "A valid driver's license is required as employees will need to support tasks in nearby buildings and utilize company vehicles to complete assignments."
Compensation Pay RangeFor 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.
