Field Tech Specialist

7 days ago

Etobicoke, Canada NTT DATA Full time

**Req ID**: 211558

We are currently seeking a Field Tech Specialist to join our team in Etobicoke, Ontario (CA-ON), Canada (CA).
- Provide strategic leadership and planning for technical support of Client end user devices
- Utilizes ITIL standards for Incident, request, configuration, change and problem management
- Works with the service management and delivery manger team for continuous improvement
- Knowledge 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.
- Participates in IT bridge class when necessary for troubleshooting technical issues that Dell supports
- Necessary to provide timely customer support to Clinical and Business users.
- Able to utilize established tools sets for steady state operations such as workstation and laptop standard managed configurations.
- Provide Handheld and project support as assigned and, when required, works autonomously typically dealing with tickets independently.
- Handles escalations from Dell team members and Intermediates brought to lead technician for resolution
- Provide mentoring, training and guidance in regards to troubleshooting and diagnosis to all other field service technicians
- Analyzes moderately complex to complex problems and takes corrective action at the service area level
- Provide cross training and knowledge transfer amongst team members
- Assist in creating support procedures, installation guidelines and disposal procedures and confirm all following all documented processes
- Implement and utilize remote tools
- Prioritize assigned day-to-day desktop support requirements via ITSM Tool in order to meet established service level agreements.
- Gather metric reports for client presentations
- Participate in calls with client for projects, escalations, etc.

LI-MIWS #INDICS

**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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Cloud, Technical Support, Consulting, Technology

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