Previous Job
Previous
Field Tech Associate
Ref No.: 18-04894
Location: Bothell, Washington
NTT DATA's Client is seeking a Field Tech Associate to respond to customer technical problems/issues related to hardware,software and networking via e-mail/chat and phone.
Assists customers by diagnosing problems and providing resolutions for technical and service issues.
Uses troubleshooting techniques and tools to identify products that are defective and follow guidelines in issuing service calls/contacts.
Advises/educates customers within procedural guidelines to ensure a complete solution to their technical or service questions.
Focuses on delivering a positive customer experience according to NTT Data standards.
Monitors and tracks issues to ensure accurate resolution.
Assumes complete ownership of customer issue until resolved involving multiple inbound and outbound communications. They will own the issue and engage/collaborate with multiple resources.
Acts independently with substantial latitude to determine methods and procedures on assignments, setting objectives and deciding how to proceed.
Provides leadership and mentors team members to transfer skills as well as technicians in other support areas.
Works closely with manager to communicate any employee issues, and have the manager deal with them directly.
May be responsible for the technical skill development of a team and evaluated on how well they perform on key performance indicators.
Proactively engages the required resources to ensure the customer expectation is exceeded in a timely manner.

Requirements:
3-5 years of relevant experience or equivalent combination of education and work experience
Strong ability to develop business relationships and communicate effectively with the user community
Strong troubleshooting skills
A+ Certification
Good understanding of the fundamentals of network and server/desktop administration, installations, upgrades, techniques,
tools, materials, and equipment
Applies good knowledge of processes and resources required to perform analytical and technical tasks on PC systems

Preferences:
MCP, MCSE, CNE or Network+ certification
Knowledge of a variety of Service Industry ticketing/work order generating and tracking systems (Service Now, Remedy, OPAS
v2/v3, etc.)
Asset Management experience
MCP, MCSE, CNE or Network+ certification is a plus
Itil v3 Foundations Certification

NTT DATA Services is a leading IT services provider and global innovation partner with 130,000 professionals based in over 50 countries. NTT DATA recently acquired Dell Services. NTT DATA Services emphasizes long-term commitment and combines global reach and local intimacy to provide premier professional services, including consulting, application services, business process, IT outsourcing, and cloud-based solutions. We are a part of NTT Group, one of the world's largest technology services companies, generating more than $100 billion in annual revenues and partner to 80% of the Fortune 100. Visit www.nttdataservices.com to learn how our consultants, projects, managed services, and outsourcing engagements deliver value for a wide range of businesses and government agencies.


The Company is an equal opportunity employer and makes employment decisions on the basis of merit and business needs. The Company will consider all qualified applicants for employment without regard to race, color, religious creed, citizenship, national origin, ancestry, age, sex, sexual orientation, genetic information, physical or mental disability, veteran or marital status, or any other class protected by law. To comply with applicable laws ensuring equal employment opportunities to qualified individuals with a disability, the Company will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual with a disability who is an applicant or an employee unless undue hardship to the Company would result.