Field Tech Associate

The Field Tech Associate will be responsible for performing various managed client services for a strategic customer.

These services include IMAC, Break Fix, Desk Side Support, etc.

This role combines strong technical skills with an emphasis on delivering world class customer service.

Responsibilities Responds to customer technical problemsissues related to hardware, software and networking via e-mailchat 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 callscontacts.

Adviseseducates 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 engagecollaborate with multiple resources.

Acts independently with substantial latitude to determine methods and procedures on assignments, setting objectives and deciding how to proceed.

Works closely with manager to communicate any employee issues, and have the manager deal with them directly.

Proactively engages the required resources to ensure the customer expectation is exceeded in a timely manner.

Requirements 2-3 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 Applies good knowledge of processes and resources required to perform analytical and technical tasks on PC systems Preferences MCP Knowledge of a variety of Service Industry ticketingwork order generating and tracking systems (Service Now, Remedy, Magic, etc.) A Certification