LEVEL 3 SERVICE DESK ENGINEER

About NTT DATA :

NTT DATA is a $30 billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long term success. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure and connectivity. We are one of the leading providers of digital and AI infrastructure in the world. NTT DATA is a part of NTT Group, which invests over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. Visit us at us.nttdata.com

NTT DATA's Client is seeking a Service Desk Engineer

Job Description :

Members of the End User Services (EUS) Technical Support team are responsible for on-site and / or remote installation, maintenance, troubleshooting and / or repair of desktop, notebook and mobile PC workstations, printers, and associated peripherals.

Essential Key Job Responsibilities

Primary responsibilities will be new facilities support :

• Focus on Imaging new devices for deployment (Windows 11 devices) and subsequent placement of devices
• Installing peripherals (monitors, printers, etc.)
• Provides the desktop hardware deployment and implementation of low to medium complexity and cross functional programs or projects and / or provides support for the user community with high complexity.
• Performs troubleshooting for highly complex hardware, software and system problems for multiple device types.
• Works on multiple projects as a project team member.
• Acts as a subject matter expert in one or more areas.
• Responsible for working with customers in the support, maintenance and deployment of desktop hardware as well as the information support processes.
• Responds to incidents, diagnoses and resolves complex problems and provides guidance to other team members.
• Contributes to knowledge management database for problem reporting and resolution. Escalates issues when necessary.
• Integrates with problem management and performs root cause analysis when necessary. Responds to customer requests of high complexity. Interacts with the customers in a courteous and professional manner.
• Maintains the device asset management system and the knowledge management systems to capture knowledge and work processes.
• Responds to assigned issues and participates in the advanced troubleshooting, purchasing, and deployment of new devices, upgrades, fixes and new installations.
• Provides feedback on technical process issues to improve overall service delivery.
• Participates in local and enterprise projects of low to moderate complexity. May coach and advise other team members.
• IT End User Services Specialist exhibits knowledge of advanced desktop services skills.
• Ability to work closely with cross-functional IT teams on complex issues.
• Continues to build solid understanding of processes, procedures, and Client health standards.
• May assist in the development of Operational Level Agreements (OLAs). Monitors deviations and escalates issues to more senior team members.
• Day to day interactions with user community and works collaboratively with multiple Business and IT Stakeholders as it relates to Incident Management, Request fulfillment and Problem Management, and Project delivery on small to medium size project. Understanding and adherence to policies and procedures. Develops new or modifies existing policies.
• Demonstrates potential leadership qualities through team motivation, coaching, and mentoring.

Required Skills

Where required by law, NTT DATA provides a reasonable range of compensation for specific roles. The starting pay range for this remote role is $30-$35.11 / Hour. This range reflects the minimum and maximum target compensation for the position across all US locations. Actual compensation will depend on a number of factors, including the candidate's actual work location, relevant experience, technical skills, and other qualifications. This position may also be eligible for incentive compensation based on individual and / or company performance.

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