End User Support

7 days ago

Quebec City, Canada NTT DATA Full time

Job Description: Executes service delivery (IMAC, Break Fix, Desk Side Support) according to Managed Client Policy & Procedure Guide. Provide OnSite support for 4 separate client sites per an established visitation schedule weekly, 8a-5p Monday - Friday. Coordinates with Client End User on expectations and availability to conduct Managed Client Services. Performs trouble shooting, parts replacement, system upgrades, and basic deployments & repair on Client Assets in campus / remote locations. Identifies potential issues that could adversely impact End User experience and follows through on action steps. Utilizes advanced tools / technical knowledge to remediate customer problems and conduct scheduled installs. Strives to meet all Client SLAs & Customer Satisfaction Goals. Escalate to Field Services Management on issues that impact the entire operation at a given site Provides technical feedback to Level 1 Service Desk and Level 2 Field Service on technical / process issues that be used to improve overall service delivery. When required - provides onsite shadowing to Dell Program Field Service Team. Provide Hands & Eyes support for client and NTT towers (ie. Networking). Serves as an entry point to develop both technical and customer skills to grow into broader and more challenging field services roles. Follows predefined procedures and tasks in everyday activities. Work is regularly reviewed by a more senior level technical specialist. Reviews, troubleshoots and approves operational quality desktops, laptops, and associated peripherals. Installs, maintains and optimizes desktop/laptop configurations at customer sites. Diagnoses and resolves product performance problems. Performs maintenance and repair services. Ensures customer satisfaction by advising customers on preventive maintenance and configurations which may impact product performance. Instructs customers in the operation and maintenance of the system. Must be able to provide technical support in French and English

About NTT DATA Services:
NTT DATA Services is an equal opportunity employer and considers all applicants without regarding to race, color, religion, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other characteristic protected by law. We are committed to creating a diverse and inclusive environment for all employees. If you need assistance or an accommodation due to a disability, please inform your recruiter so that we may connect you with the appropriate team.

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