Technical Analyst, Field Services -Desktop

Technical Analyst, Field Services -Desktop

NTT DATA Singapore Pte Ltd
Singapore
4 - 12 Years
183066 - 209218 SGD

Job Description

Job Description: Technical Analyst, Field Services
This person will ultimately be accountable to NTT account leadership in the U.S. and will be part of a global NTT field services team supporting this customer.
Client Business Problem: The Client Field Technical Analyst will serve as Deskside Support Specialist at a high-profile clients location, and will service satellite locations by travel to sites and by leveraging our global dispatch service partner in the region. In addition, this highly-visible role may be involved in larger, nationwide projects that include infrastructure-wide improvements of significant impact.
Duties and Tasks:
Provide onsite and remote support for end-user systems. This customer-facing role will interact with, and take direction from, NTT Field Services leadership to provide first class customer support and technical troubleshooting. Must have the ability to interface with C-level execs. This person will be part of a global field services team supporting the customer environment.
• Deep knowledge of imaging and troubleshooting Windows Desktops/Laptops, primarily Windows 7. Experience troubleshooting Windows in an Enterprise environment is a must.
• Deep knowledge of COTS Software including Microsoft Office 2010 and 2016, Office 365, Adobe Acrobat. Customer uses Golden Image and tech will be expected to t-shoot the OS/App environment completely.
• Deep knowledge of Dell Laptops and PC’s.
• General understanding of infrastructure technologies such as: Windows server 2003 – 2012, SCCM, enterprise-level Anti-Virus and data encryptions, Active Directory.
• Work with the Desktop Engineering team to proactively identify issues with Dell hardware and/or software.
• Understanding of PC Reimaging processes and procedures, and experience with annual refresh programs.
• Work within the NTT DATA Ticket Management System (SOM/Service Now) accurately documenting all work performed.
• Meet or exceed all prescribed SLA’s.
• Some Asset Management/tracking.
• The ability to manage team tickets within a ticketing system and within SLA’s, perform triage and escalations
• Prepare documentation to record and track issue resolutions
• Proactive problem resolution
• Strong professional, interpersonal, communication and multi-tasking skills and the ability to work well within a team environment
• Some travel may be required (10%)
• Experience with Service Now ticketing system preferred.
• Experience with SCCM Imaging and MDT preferred.
• CompTIA A+ knowledge or equivalent.
• 4-6 years of customer-facing technical support experience or equivalent combination of education and work experience.

• NTT DATA Services, headquartered in Plano, Texas, is a division of NTT DATA Corporation, a top 10 global business and IT services provider with 100,000+ professionals in more than 50 countries, and NTT Group, a partner to 85 percent of the Fortune 100. Visit nttdataservices.com to learn more.

• NTT DATA, Inc. (together with its subsidiaries, the “Company) is an equal opportunity employer and makes employment decisions on the basis of merit and business needs. The Company will consider all qualified applicants for employment without regard to race, color, religious creed, citizenship, national origin, ancestry, age, sex, sexual orientation, genetic information, physical or mental disability, veteran or marital status, or any other class protected by law. To comply with applicable laws ensuring equal employment opportunities to qualified individuals with a disability, the Company will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual with a disability who is an applicant or an employee unless undue hardship to the Company would result.

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