Field Tech Senior Associate

NTT
Bengaluru
Workplace: OnsiteFull timeFunction: Solutions Engineering & Sales EngineeringExperience: 1-3 yearsSkills: ["Communication","Customer service","Escalation management","Documentation","Quality assurance"]

Coordinate onsite IT service delivery by scheduling and dispatching technicians, assigning tickets and work orders, and ensuring SLAs are met. Serve as an escalation point for complex end-user support issues, maintaining real-time communication with field staff and service teams. Manage ITSM records in tools like ServiceNow/Remedy, handle customer inquiries and updates, and support priority emergency response while ensuring service quality aligned with ITIL standards.

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FursaFursa
NTT
NTT
1 week ago

Field Tech Senior Associate

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Source: Company careers pageValidated by: Fursa AI
Last checked: 13 hours agoStatus: Live

Job Summary

Coordinate onsite IT service delivery by scheduling and dispatching technicians, assigning tickets and work orders, and ensuring SLAs are met. Serve as an escalation point for complex end-user support issues, maintaining real-time communication with field staff and service teams. Manage ITSM records in tools like ServiceNow/Remedy, handle customer inquiries and updates, and support priority emergency response while ensuring service quality aligned with ITIL standards.
Location: Bengaluru
Workplace: Onsite
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Mid level

Key Responsibilities

  • •Create daily schedules and dispatch work by assigning tickets and work orders based on availability, priorities, and SLA requirements.
  • •Maintain constant communication with field staff and service teams, providing real-time updates and instructions.
  • •Act as an escalation point for onsite technicians and guide resolution for complex end-user support issues.
  • •Handle customer inquiries, requests, and complaints related to service delivery and provide accurate resolution-time updates.
  • •Update and verify ITSM records, coordinate emergency responses for priority issues, and ensure services meet ITIL standards, SLAs, and KPIs.

Key Requirements

  • •1–3 years of experience in EUC support covering Windows, Office, and desktop/laptop hardware.
  • •Experience working in an ITIL process-based environment.
  • •Hands-on experience with ITSM tools such as ServiceNow or Remedy.
  • •Experience supporting a team delivering IT services in remote operations.
  • •Ability to work in a 24x7 shift-based environment and strong written and spoken English skills.
Experience:1-3 yearsEUC supportIT servicesRemote operations
Skills:CommunicationCustomer serviceEscalation managementDocumentationQuality assurance
Languages:English
Tech Stack:WindowsMicrosoft OfficeITILITSMServiceNowRemedy

Company Brief

NTT
Dimension Data, operating under NTT Ltd, provides managed IT services, cloud and data center solutions, networking, cybersecurity, and digital transformation services to enterprise customers worldwide.
Industry: Professional Services
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Valuation: Public Company (Market Cap in USD)
Headquarters: London, United Kingdom
Founded: 1983
WebsiteLinkedIn