Field Tech Senior Representative

hace 2 meses

Monterrey, México NTT DATA Services A tiempo completo

Req ID: 289850 

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 Field Tech Senior Representative to join our team in Monterrey, Nuevo León (MX-NLE), Mexico (MX).

  • Instalar y configurar la tecnología a los empleados de la empresa, es decir, los equipos, sistemas operativos, programas y aplicaciones. (CORE Estándar = Imagen corporativa).
  • Realizar el mantenimiento Preventivo y/o Correctivo de equipos de cómputo (Laptops, Desktop, Tablet, Thin Client, Hand Held, HHPrinter, Proyectores, etc)
  • Atención a Refresh Tecnológico cuando sea demandado por nuestro cliente.
  • Ejecución de Inventarios Físicos (Anual en el periodo previamente acordado)
  • Administracion de Inventarios.  (KACE)
    • Tener actualizada la base de datos con equipos Operativos y No Operativos.
  • Atención a usuarios en 1er. Nivel (Vip)
  • Atención de tickets (Incidentes, Requerimientos y Smart Hands)
    • Cumplir con las reglas y políticas en la administración de tickets.
    • Cuidar la documentación y flujo de estatus.
    • Excelencia en la Satisfacción del Cliente posterior a la atención del ticket.
  • Atención a Sucursales (locales y/o foráneas) correspondientes a la Of. De Servicio de cada Ingeniero.
  • Detectar las averías en los sistemas centrales y aplicaciones. (Reportar mediante Service Now y a través de la matriz de escalaciones cualquier situación de falla en los sistemas Centrales).
  • Realizar diagnósticos del mal funcionamiento del hardware y el software.
    • En cuanto al Hardware: Gestionar la garantía con el fabricante del equipo.
    • En cuanto a Software: Ejecutar reinstalaciones para la corrección de aplicativos.
  • Atención remota.
    • Utilización de nuestra herramienta para soporte remoto (EMA y/o TEAMS)
  • Participar en Implementaciones y orientar a los diferentes equipos en la ejecución de nuevas aplicaciones o sistemas operativos.
  • Entrenamiento y Capacitación constante sobre los Updates de aplicaciones o sistemas operativos.
  • Configurar perfiles, correos electrónicos y accesos para los nuevos ingresos, además de brindar asistencia en todo lo relacionado con contraseñas.
  • Realizar revisiones de seguridad en todos los sistemas.
    • Enfoque en nuestro monitor de seguridad y aplicar las remediaciones correspondientes.
  • Reemplazar las partes dañadas o con averías en los equipos cuando sea necesario. (Gestión de garantías)
    • Reclamo de garantías con los proveedores de Arcacontinental
    • Asegurar el buen funcionamiento de los equipos intervenidos.
  • Soporte a servicio de Impresión Administrada
    • Reportar en tiempo, cualquier situación de falla al proveedor responsable del servicio y dar seguimiento hasta su solución.
  • Soporte a otras torres mediante ticket generado en Service Now (TKT = Smart Hand) y soporte a Tareas previamente aprobadas en la reunión del CAB. 

 

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.

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