Título del trabajo: Backup Technical Analysis Senior Associate

Compañía: NTT Data

Descripción de funciones: NTT DATA Services strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a Backup Technical Support to join our team in Heredia, Costa Rica

Servicio al cliente Servicio al cliente

Key Reponsabilities:

  • Backup model service for Technology Support
  • Ownership and management of Salesforce Support Queue (production support) and support team
  • Troubleshooting customer issues with customers directly either via email or on the phone
  • Resolution of support requests in areas such as: user management and security, data management, incidents/bugs, email-to-case, workflow/approval flow updates, reports/dashboards
  • Development of knowledge articles and end-user training guides for new feature releases
  • Maintain service level agreements and high customer satisfaction scores
  • Reach out to vendor support if necessary

IT support technician to troubleshoot and create solutions that leverage technology to meet the end costumer’s business needs in a Junior role. This service is on-site and may include the following activities:

a. Assembly of equipment (Rollout)

b. Relocation of equipment between floors and buildings.

c. Installation of equipment for events.

d. Replacement of monitor and / or telephones in place at final customer locations.

e. Installation or removal of equipment for courses, training or events (external). Includes: Installation of computer equipment, printers, projectors, telephones, software, installations, scanners or other microcomputer device or equipment.

f. Basic Technical Support on EUC site with OnCall Service

Job Level Specific Duties:

– Diagnoses and troubleshoots Level 1 problem encountered with personal computer hardware, software and peripherals.

– Answers the help desk line and responds to users requests regarding computer systems

– Acknowledges receipts of all users requests within defined service levels

– Initiates service orders (tickets) for all users requests assisting as necessary to provide appropriate information.

– Mantains user information and documentation

– Participates in ensuring that customer requests via the ticketing system are managed to closure.

– Delivers results in support or achieving the organizations Service Level Agreements. Minimum Education and Certifications

– Undergraduate degree or equivalent combination of education and work experience. Skills

– Ability to develop business relationship and communicate effectively with the user community

– Basic troubleshooting skills

– Basic understanding of the fundamentals of network, server, and desktop administration, installation, upgrades, techniques, tools and equipment.

– Applies basic understanding of customer service techniques as required to address problems with PC based tools and products. Physical requirements/Working conditions

– Ability to physically perform general office requirements.

– Must be able to perform essential responsibilities with or without reasonable accommodations.

– Repairing and maintenance of computers

– Operations and Technical Support about software support, equipment config, health checks and videoconference support.

– Remote support as Hands and Eyes to regional teams.

– Network & Facilities support.

About NTT DATA Services

NTT DATA Services is a recognized leader in IT and business services, including cloud, data and applications, headquartered in Texas. As part of NTT DATA, a $30 billion trusted global innovator with a combined global reach of over 80 countries, we help clients transform through business and technology consulting, industry and digital solutions, applications development and management, managed edge-to-cloud infrastructure services, BPO, systems integration and global data centers. We are committed to our clients’ long-term success. Visit nttdata.com or LinkedIn to learn more.

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.

Ubicación: Heredia

Fecha del trabajo: Sat, 30 Dec 2023 00:11:05 GMT