What are the responsibilities and job description for the Service Desk Technician position at ZT Group Intl, Inc. dba ZT Systems?
About The Role
The Service Desk Technician will perform remote diagnostics with key customers to determine root cause and resolve enterprise system issues. They will remotely troubleshoot hardware and firmware, install system software and run diagnostics. As the first support contact with our customers, they will represent VSEI and be responsible for ensuring an excellent customer experience.
What You Will Do
- Remote troubleshooting
- Experience in reading and interpreting enterprise log files
- BIOS and Flash ROM updates
- Installation of new application software
- Produce detailed test and failure analysis reports
- Support other teams within the engineering department as needed
- Maintain customer tickets within our case management system
- Process customer replacement parts and/or systems
- Identify opportunities for improvement
- Provide ongoing feedback and guidance
- Own the customer experience and drive initiatives for improvement
What You Bring
- Fundamental understanding of Server architecture and components (CPU, power supply, memory, graphics cards, flash memory, etc.)
- Hands on experience with enterprise hardware troubleshooting / break fix / upgrades
- Ability to remotely diagnose and root cause enterprise system failure
- Ability to use custom Linux and Windows-based diagnostic/test programs
- Networking experience (cabling switches, fiber, port configurations, and VLAN)
- Understanding of hardware and software interactions; able to apply this understanding to resolve issues
- Analytical problem solving
- Strong oral and written communication skills
- Proactive, positive, deliberate, and focused thinking
- Associates Degree in IT, Computer Science or Electronics, Certificate of Completion of Technical School (A , Network , Server , etc.), or equivalent experience
- 2 years of experience in hardware testing and break fix
- 2 years of experience operating in an IT remote support environment
- Some travel may be required
- The ability to lift up to 50 pounds when necessary
- The ability to safely climb ladders when necessary
- The ability to wear personal protective gear correctly when necessary
- The ability to stand and walk throughout the facility for extended periods without loss or reduction of productivity
- The ability to (i) use their hands to handle, control, or feel objects, tools or controls, (ii) make quick, precise adjustments to machine controls, (iii) bend or twist their body and (iv) repeat movements for extended periods without loss or reduction of productivity
About ZT Systems
At ZT Systems, you’ll get to do work you are proud of alongside smart, passionate people. Every day, there are opportunities to collaborate with the best in the industry to design, build, and deliver impactful solutions to world-class customers. Along the way, you will gain hands-on experience in a face-paced environment that’s challenging, rewarding, and career-defining.
A culture built around our values we work hard and think fast. We view challenges as opportunities—to do better, push harder, and be faster than we were the day before. When we fail, we learn from it and move on together. And when we succeed, we use the momentum to go even further. We create value with everything we do, building the foundation of today—and transforming the future of tomorrow.
Join ZT Systems and help us build technology infrastructure that connects the world.
What We Offer
When you join ZT, you’ll enjoy a range of world-class, inclusive employee benefits designed to grow with you and our company. From competitive compensation to 401K matching to comprehensive health & wellness programs and tuition reimbursement, ZT Systems offers industry leading benefits packages for eligible employees designed to help you get the most out of life.
ZT Group Int’l. is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. ZT Systems provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
