Field Tech Specialist
NTT Data
The Lead Technician is the primary technical SME for NTTD Campus / Technicians. The Lead Technician will support and enhances the technical capabilities of the Field Technicians. Responsible for onsite quality assurance , technical field training, and SME support. Coordinates with Client Engineering Team on all technical / environmental updates. Performs complex field jobs. Prioritize assigned day-to-day desktop support requirements via ITSM Tool in order to meet established service level agreements.Providesdaily direction to Regional Field Service Team Assess the Technical Capabilitiesof Field Service Team and makes pertinent recommendations Conducts Training Sessions to maintain technical staff capabilities Utilizes ITIL standards for Incident, request, configuration, change and problem managementWorks with the service management and delivery manger team for continuous improvementKnowledge to provide support and training for core software( MS Windows, Windows 10, MS Office, and Enterprise Anti-Virus) and hardware support and training for desktop, laptop, printers, and tablets. Accessible 24/7 for support services for other NTTD team members and/or customer in the event of a high severity ticket. Participates in IT bridge class when necessary for troubleshooting technical issues that NTTD supportsHandles escalations from NTTD team members and Intermediates brought to lead technician for resolutionProvide mentoring, training and guidance in regards to troubleshooting and diagnosis to all other field service techniciansAnalyzes moderately complex to complex problems and takes corrective action at the service area levelParticipate in all compatibility testing prior to rollout of any new imageProvide cross training and knowledge transfer amongst team membersAssist in creating support procedures, installation guidelines and disposal procedures and confirm all following all documented processesProvide strategic leadership and planning for technical support of Client end user devices Posting Date:Department:Field Services AMS/EMEA - 1454950021
Vacancy posted 2 days ago
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