Field Tech/ Desktop Support Technician

3 months ago

Markham, Canada NTT DATA Full time

**Client Desktop Role**:

- Provide support for all client workstations and peripheral devices like printers, scanners, and barcode readers.
- Responsible for installing and maintaining all works station hardware and client software.
- Investigate and suggest new or enhancements to policies, procedures, practices, or other actions that would result in enhanced workflow, reduced cost, increased productivity and increased customer satisfaction.
- Adhere to all processes, policies, and practices of NTT and the customer. Responsibilities include but are not limited to:

- On-Site and/or Remote installation, implementation, maintenance, troubleshooting and/or repair of end user devices and associated peripherals.
- Serve as company liaison with customer on technical issue associated with duties
- Install and support both Hardware and software components for end user devices
- Evaluate system configurations and software to ensure effective use of resources
- Provide level 1 technical support and incident management functions
- Diagnose and resolve product performance problems
- Perform maintenance and repair services
- Ensure customer satisfaction by advising on preventive maintenance and configuration optimization
- Provide project support as needed

**Client Desktop Support Role Responsibilities**:

- Provide support for all client workstations and peripheral devices like printers, scanners, and barcode readers
- Responsible for installing and maintaining all works station hardware and client software
- Investigate and suggest new or enhancements to policies, procedures, practices, or other actions that would result in enhanced workflow, reduced cost, increased productivity and increased customer satisfaction
- Adhere to all processes, policies, and practices of NTT and the customer.

**Additional Responsibilities include but are not limited to**:

- On-Site and/or Remote installation, implementation, maintenance, troubleshooting and/or repair of end user devices and associated peripherals
- Serve as company liaison with customer on technical issue associated with duties
- Install and support both Hardware and software components for end user devices
- Evaluate system configurations and software to ensure effective use of resources
- Provide level 1 technical support and incident management functions
- Diagnose and resolve product performance problems
- Perform maintenance and repair services
- Ensure customer satisfaction by advising on preventive maintenance and configuration optimization
- Provide project support as needed

**Expected physical condition: This position is a physical demanding position, which can include: routine walking, climbing ladders, bending, stooping, reaching, crawling, climbing stairs and the need to be able to lift 50 lbs.

**Expected Local Travel: There may be times where you need to travel to nearby client locations. This local commuting is dependent on addressing necessary tickets that may come in that will need assistance.

**Basic Requirements**:

- 4+ years' experience desktop, deskside, and / or hardware support experience

**Highly Preferred Skills**:

- A+ desktop certification is highly preferred
- Working within ServiceNow is a plus
- Proficient in Windows operating system environment, specifically in Word, Excel, PowerPoint, Visio, and Outlook
- Knowledge/experience of Linux/Unix operating systems may be required
- Strong client service skills
- Strong verbal and written communication skills
- Manages escalated client situations with a focus on building positive client relationships
- Excellent understanding of internal service processes and able to articulate these to clients
- Strong technical and product knowledge
- Ability to physically perform general office requirements
- Must be able to perform essential responsibilities with or without reasonable accommodations
- Undergraduate degree or equivalent combination of education and work experience

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