Field Tech Senior Associate - Onsite IT Support Location: Sydney, NSW, AU
Company: NTT DATA Services
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 Field Tech Senior Associate - Onsite IT Support to join our team in Sydney, New South Wales (AU-NSW), Australia (AU).
Role & Responsibilities: Provide Level 1, 2 support to the organization's diverse end-user base by responding to inbound and outbound service requests and incidents, identifying the root cause of issues, and collaborating with respective teams to resolve them. Imaging and managing laptops with Intune imaging and Airwatch portal management. Managing tickets on ServiceNow ITIL tool according to priorities and adhering to SLAs. Managing mobile device assets and JAMF portal. Maintain and support end users in installing software applications, ensuring they meet project requirements and quality standards. Collaborate with cross-functional teams, including IS Directors, IS managers, and Infrastructure engineers, to implement software solutions. Assist the network management team by providing onsite smart hands for network upgrades, including testing and deploying applications, networks, and firewalls that streamline network operations. Support mobile applications for field technicians to access information, submit reports, and receive updates while on-site. Resolve software defects and issues, employing strong debugging and problem-solving skills. Optimize software for performance, scalability, and resource usage, resulting in improved system efficiency. Provide essential support during software deployment and maintenance activities. Conduct training sessions for field service personnel to ensure effective use of software tools. Analyze and tackle complex technical problems with innovative and practical solutions. Document technical specifications, design documents, and user manuals for various software components. Collaborate in Agile or other development methodologies to efficiently deliver projects and meet deadlines. Ensure the security of software applications by implementing best practices and security measures. Utilize Robotic Process Automation tools like Power Apps, Power Automation, UiPath, and SharePoint Frameworks. Build customer relationships and manage both internal and external stakeholders to gather requirements and work according to client needs. Enhance knowledge on technical skills, problem-solving skills, time management, and Office 365 applications including Excel and formulas, Outlook, Microsoft Exchange, MS Teams, and WebEx. Manage Service Level Agreements (SLAs) and understand priorities. Maintain 100% asset management accuracy and comply with asset management requirements for laptops, mobiles, iPads, and video conference devices. Requirements: 3 - 5 years of experience in Desktop Support for software and hardware troubleshooting, Windows OS in a Desktop or Deskside Support environment. Good understanding of ITIL Framework is a must. Experience in using ITSM Tools like ServiceNow, Remedy, etc. About NTT DATA NTT DATA is a $30 billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize, and transform for long-term success. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation, and management of applications, infrastructure, and connectivity. We are one of the leading providers of digital and AI infrastructure in the world. NTT DATA is a part of NTT Group, which invests over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. Visit us at us.nttdata.com
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