NTT DATA Services currently seeks a Field Technical Sr. Support Associate to join our team. This role will provide technical support to a major hospital facility within the Fort Lauderdale, Florida area. This role will also be required to travel in the local area, as needed, to support affiliated ambulatory clinics and physician practices.
This role will require an on-call rotation amongst the team to support after hours and weekend incidents.
The individual will be responsible for the following:
- Execute service delivery (IMAC, Break Fix, Desk Side Support) according to Managed Client Policy & Procedure Guide
- Coordinates with Client End User on expectations and availability to conduct Managed Client Services
- Performs troubleshooting, 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
- Strives to meet all Client SLAs & Customer Satisfaction Goals
- Escalate to IF Desktop Support Site Lead on issues that impact a Client End User and/or entire operation at a given site
- When required – provides onsite shadowing to Field Service Team
- Serves as an entry point to develop both technical and customer skills to grow into a broader and more challenging field services roles
- Basic installation and maintenance of technical products
- 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, notebooks, printers, and associated peripherals
- Installs, maintains and optimizes desktop /notebook 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
- Individual must have ability to receive calls during the normal business day and after hours
- Able to comprehend and follow verbal and written technical instructions and scripts
Basic Qualifications
- Minimum of 4 years' experience in servicing / deploying computer equipment
- Minimum of 4 years customer service background
- Minimum of 4 years of experience with Windows operating system environment
Preferred Skills
- Prior work experience in healthcare / hospital settings
- Certification in various hardware platforms may optionally be required for servicing hardware issues
About NTT DATA Services
NTT DATA Services is a global business and IT services provider specializing in digital, cloud and automation across a comprehensive portfolio of consulting, applications, infrastructure and business process services. We are part of the NTT family of companies, a partner to 85 % of the Fortune 100.
NTT DATA Services is an equal opportunity employer and will consider all qualified applicants for employment without regard to race, gender, disability, age, veteran-status, sexual orientation, gender identity, or any other class protected by law.
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