Share Email Opening Title Senior Service Desk Technician  Description POSITION SUMMARY: BASIC FUNCTION The Sr. Service Desk Analyst provides customer service, troubleshooting, as well as incident escalation for all users contacting the 24 x 7 x 365 NOC environment and act as escalation point for Service Desk Technicians and Analysts. Regular, predictable attendance is essential for satisfactory performance. ESSENTIAL DUTIES & RESPONSIBILITIES Serves as an escalation point from Service Desk Technicians and Analysts in performing to troubleshoot and manage hardware, software or network problems with users. Elevates complexand/or high priority incidents or requests to appropriate personnel or support groups for timely resolution. Records required customer and problem information, updating records with appropriate hournal entries of activities. Verifies that suggested solutions effectively resolve the users’ problems through verbal ro email follow up. Thoroughly documents steps taken to resolve incidents. Develops and documents support procedures. Acts as point of contact for client and management escalations. Acts as communication coordinator and situation manager during any critical incidents call bridge events. Takes ownership of mini projects and ensures they are completed in a timely manner. Serves as escalation for investigation and/or troubleshooting of system and network issues to determine root cause and resolution. Participates in training and mentoring of Service Desk Technicians and Analysts. KNOWLEDGE, SKILLS & ABILITIES Ability to multi-task Ability to accommodate flexible work schedules Proven ability to work independently to work well in a team environment to work well in a fast paced environment customer service and interpersonal communication skills with a dedication to customer satisfaction a minimum of 35 wpm. knowledge of PC hardware, operating systems, and networking with MS Office Suite (Word, Excel, PowerPoint and Project). Excellent problem solving skills. Excellent troubleshooting skills. Excellent documentation skills Good leadership skills. EDUCATION & EXPERIENCE High School diploma or GED required. Associate degree or technical training school required. Minimum of five years’ experiencer. A+, Network + certification a plus.   Position Requirements PHYSICAL REQUIREMENTS Able to climb ladders and work on raised platforms. Able to hear and speak into a telephone and 2-way radio. Ability to distinguish colors on wiring and cables to ensure safety protocols are followed. Ability to work in confined spaces. Requires ability to lift and carry objects weighing up to 50 pounds. Requires the ability to kneel, stand, walk great distances, climb stairs/ladders Dexterity of hands and fingers to operate any required computer keyboard, mouse, and other technical instruments. WORK CONDITIONS Typical data center work environment with varying temperatures and loud noises Extensive daily usage of a computer or workstation. Work on site; no telecommuting. SPECIAL REQUIREMENTS 24/7/365 shift work with the potential for rotational schedules. Must posess a current, valid state-issued driver’s license.   Shift Swing   Exempt/Non-Exempt   Position Sr. Service Desk Analyst   Number of Openings 1   Exempt/Non-Exempt Non-Exempt   Hiring Manager(s)   Location NTT Global Data Centers Americas, Inc., Garland   About the Organization Global Data Centers is a division of NTT Ltd. and incorporates DPA, e-shelter, Gyron, Netmagic, NTT Indonesia Nexcenter, RagingWire and other NTT Communications group Data Center divisions. Our combined global platform is one of the largest in the world, with over 140 data centers spanning more than 20 countries and regions including North America, Europe, Africa and APAC. As a neutral operator, we offer access to multiple cloud providers, a large variety of Internet Exchanges and telecommunication network providers including our own IPv6 compliant, tier-one global IP network. Our clients benefit from tailored infrastructure and experience consistent best practices in design and operations across all of our highly reliable, scalable, and customizable data centers. NTT Global Data Centers Americas, Inc. is an Equal Opportunity Employer and maintains a drug-free workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sex, national origin, ancestry, physical or mental disability, medical condition, genetic information/characteristics, marital status/registered domestic partner status, age, sexual orientation, military or veteran status or any other basis protected by federal, state, or local law or ordinance or regulation. All applicants for employment will be subject to pre-employment drug testing, a criminal background check and education/employment verification. Additionally, some positions require a review of driving records, credit checks, and/or successful completion of the federal governments 'Public Trust' background screening.   EOE Statement NTT Global Data Centers Americas, Inc. is an Equal Opportunity Employer and maintains a drug-free workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sex, national origin, ancestry, physical or mental disability, medical condition, genetic information and characteristics, marital status and registered domestic partner status, age, sexual orientation, military or veteran status or any other basis protected by federal, state, or local law or ordinance or regulation.   This position is currently not accepting applications. To search for an open position, please go to http://RagingWire.appone.com

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