Enhanced Support Services Technician

at  NTT Data

Req ID: 296972
NTT DATA 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 Enhanced Support Services Technician to join our team in Vancouver, British Columbia (CA-BC), Canada (CA).
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 an Enhanced Support Services Technician to join our team in Vancouver, BC.

QUALIFICATIONS

• Min. 5 years’ experience with desktop/software support & hardware (break/fix)
• Min 5 years of experience providing support to Executive Level personnel
• Technical degree or equivalent combination of education and work experience.
• Strong verbal and written communication skills.
• Experience with Microsoft Windows Domains, Active Directory
• Experience mobile device configuration and deployment, Apple iOS and Android
• Experience printer support, Office 365, Active Directory, ticketing systems (such as ServiceNow).

PHYSICAL REQUIREMENTS/WORKING CONDITIONS

• Must have Driver’s license and reliable personal transportation
• Must regularly lift machinery, tools, supplies and equipment weighing up to 20 kg.

• As an Enhanced Support Services (ESS) Technician, you will play a pivotal role in providing advanced onsite and remote technical support to a select group of senior executive users who possess unique IT support requirements.
• ESS Technicians are seasoned IT generalists with expertise spanning the entire spectrum of IT support, including hardware, software, networks, mobile connectivity, messaging, conferencing, and managing mixed vendor BYOD environments.
• Your primary responsibility will be to ensure seamless end-to-end support for our clients’ critical desktops, notebooks, tablets, printers, mobility devices, and associated peripherals.
• In this role you will act as a vital link between our entire technology team and senior executive clients, serving as a technical liaison.
• You will be responsible for engagement, interpreting client needs, offering optimal solutions, and taking ownership of resolution or assuring resolution via line of business partners.
• Your ability to build and maintain strong relationships is essential to success in this role. Your diverse technical skill must be equally well presented with high levels of self-awareness, professionalism, relationship management, collaboration and communication.
• If you are a technically adept individual committed to delivering top-notch IT support, the opportunity to make a big impact is here.
• Apply to join our team of elite ESS technicians in this unique and exciting role.
• Works autonomously in providing on-site and remote technical support to VIP clients.
• Resolves technical problems over the phone directly from the VIP client or calls transferred from the Technical Service Desk. Performs advanced trouble shooting techniques to address complex technical issues.
• Installs and configures a variety of computer hardware and software, communications, and peripheral devices as per documented processes.
• Creates, receives, reviews, completes, and escalates service requests.
• Independently assesses and adjusts technical solutions based on the specific client issue.
• Activities are diverse in nature and require independent judgment in determining the most appropriate course of resolution.
• Provides preliminary or routine instruction to customers in systems, applications and protocols.
• Alerts Manager to current or potential problems with systems, applications, or customer service requirements.
• Provides feedback to Manager on processes and procedures, current or potential problems with client systems and applications, and customer service issues.
• Comply with the on-call component of the position which is 7 days per week. This could include: 7am-10pm 7 days a week (minus working hours) for example: M-F: 7am-8am,4pm-10pm; S/S: 7am-10pm.