Field Service

**Req ID**: 308495

We are currently seeking a Field Service / Desktop Support Technician to join our team in Toronto, Ontario (CA-ON), Canada (CA).

This IT Field Tech/Desktop Support Technician is to provide onsite technical support for end users, for servicing tickets and resolving technical issues at the client's locations in the Greater Toronto area.

**Please NOTE**: This professional will be reporting daily to the Greater Toronto Airport location, and other nearby client facilities as needed by the client. Reliable transportation and valid driver's license are required. This IT Field Technician must be able and willing to work on feet for up to 8 hours per day and will need to be able to up items up to 50 lbs.

**Expected Schedule**: 7 days a weeklong coverage, with hours ranging from 7am - 7pm EST, (8-hour shifts) with eligibility for approved overtime. With this said, will need to be flexible with working weekends as well.

**Position Overview and Responsibilities**:

- Individuals here have a well-rounded knowledge of the policies and procedures for their work area
- Performs troubleshooting, parts replacement, systems upgrades, deployment and repair on desktops / notebooks /tablets/ printers/ and other peripherals
- Perform scheduled moves, installations, and cancellations, as well as other MAC-related tasks
- Provide quality level II support for users with a high degree of customer satisfaction, technical knowledge and timeliness either by resolving the issue or escalating and coordinating efforts of other Information Technology staff
- Solve technical issues and/or investigate elevated issues by confirming the validity of the problem and seeking known solutions to more complex problems or issues
- Must know when to escalate issues not resolved at this level to management
- Utilize ServiceNow for issue tracking, ensuring all user requests for assistance are accompanied by a ticket and all tickets requiring follow-up work and/or calls receive appropriate attention
- Works to update and resolve tickets in a timely manner to achieve Service Levels
- Identifies potential issues that could adversely impact end user experience and takes corrective action
- Possess excellent presentation, verbal communication and written skills
- Provide technology refresh support as needed
- Ability to physically perform general office requirements (lifting 50lbs +)
- Potential for nearby, local travel to the client's virtual campuses (estimated roughly 5-10 miles from main site)
- May respond to calls after normal business hours per leader instructions

**Basic Required Qualifications**:

- 4+ years of desktop support/ end user support experience
- Must have Windows Operating System environment experience
- Experience working within Ticketing Systems (is: ServiceNow or comparable)
- Able to work on feet for up to 8 hours per day and lift items up to 50 lbs.
- Must have a valid driver's license

**Highly Preferred Skills**:

- A+ desktop certification or equivalent skill set is highly recommended
- Excellent customer/client service skills/ Active communicator
- Verbal and written communication skills with emphasis on customer service, including experience handling challenging situations and conflict resolution
- Follow up with clients to ensure high satisfaction on issue resolution
- Must be able to perform essential responsibilities with or without reasonable accommodations
- Ability to multi-task in a dynamic, fast-paced environment
- Strong analytical and problem-solving skills
- Must be able to work both collaboratively and independently and take initiative to identify, track, and resolve issues
- Excellent hands-on troubleshooting skills

**About NTT DATA