440 IT Support Specialists jobs in Nashville

Technical Support Supervisor

Job Locations

US-TN-Nashville

Job Category

Operations

ID



Shift

US - Weekday days

Overview

The Card at Once Supervisor is responsible for the Technical Support team, who partners with client to troubleshoot instant issuance card printers. This role will manage staffing decisions for the team that supports all customers; develop continuous improvements around support processes; develop ongoing training for current and new employees; manage KPI call center metrics to provide a consistent 5-star experience to new and existing customers; and provide support to the Operations Manager.

Responsibilities

Provide leadership and manage the daily operational function for the Support team.
• Direct and implement operational improvements through an on-going analysis of the Tier I team structure, work flows, while improving processes and documentation.
• Provide continuous improvements to the Tier I operations work to favorably affect costs, metrics, customer satisfaction, and personnel growth.
• Manage and enhance training plans to further provide opportunities for development of team members.
• Provide planning feedback to Manager as it relates to budget needs, projects, and any new initiatives.
• Manage and lead each team member providing feedback to work, annual reviews, as well as providing insights to management with regard to staffing and staffing levels.
• Implement and manage change when necessary to meet project outputs in a timely manner
• Maintain constant communication with external and internal stakeholders on various issues regarding products and services (clients, partners, team members, etc.)

Qualifications

• Proven ability to successfully plan, organize, prioritize, and execute work;
• Prove ability to respond to changing needs and balance competing priorities;
• Excellent written and verbal communication skills;
• Proven ability to problem-solve with a root-cause mindset;
• Strong process and problem-solving skills;
• Excellent organizational skills and detail-oriented;
• Knowledge of EMV is preferred

Requirements:

• Bachelor's degree in Business Administration or related field, or equivalent experience
• Minimum 3 years of professional experience in technical customer service
• Minimum 2 years supervisory experience in customer service field

Company Overview:
CPI Card Group is a

Our client is looking for a dedicated and technically adept Technical Support Specialist to join their growing team, based in Nashville, Tennessee, US . In this role, you will be the primary point of contact for customers seeking assistance with our software products and services. Your expertise in troubleshooting and providing clear, concise solutions will be essential to maintaining high levels of customer satisfaction. Responsibilities include:

• Providing first-level technical support to customers via phone, email, and chat.
• Troubleshooting and resolving technical issues related to software installation, configuration, and usage.
• Documenting customer interactions, technical issues, and resolutions in the CRM system.
• Escalating complex issues to senior support engineers or relevant departments.
• Creating and maintaining knowledge base articles and FAQs to empower customers and internal teams.
• Identifying recurring technical problems and providing feedback to the product development team.
• Assisting with user

Our client is seeking a motivated and experienced Technical Support Lead to guide their customer support team in Nashville, Tennessee, US . This role is responsible for ensuring exceptional technical assistance and timely resolution of customer issues. You will lead a team of technical support specialists, providing training, mentoring, and performance management. The ideal candidate will possess a deep understanding of our client's products and services, coupled with strong problem-solving skills and a passion for customer satisfaction. Key responsibilities include managing inbound support requests via phone, email, and chat, escalating complex issues to appropriate departments, and documenting solutions and troubleshooting guides. You will also be responsible for monitoring team performance metrics, identifying areas for improvement, and implementing strategies to enhance efficiency and customer experience. This role requires proactive engagement with customers to gather feedback and identify trends in support issues. You will collaborate with engineering and product teams to relay customer feedback and contribute to product development. Qualifications include a Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience. A minimum of 4 years of experience in technical support, with at least 1-2 years in a lead or supervisory role, is required. Strong technical aptitude, including familiarity with ticketing systems (e.g., Zendesk, ServiceNow) and CRM software, is essential. Excellent communication, leadership, and customer service skills are critical. Ability to troubleshoot software and hardware issues effectively and clearly explain technical solutions to non-technical users is paramount. Join us to lead a dedicated team committed to providing outstanding technical support.

Make an impact with NTT DATA

Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion - it's a place where you can grow, belong and thrive.

Your day at NTT DATA

The Managed Services Service Desk Agent is a senior service desk resource and the first point of contact for clients and vendors.

This role is responsible for taking calls, chat requests, or tickets, and Mailbox management and handling resulting incidents or service requests.

The Managed Services Service Desk Agent applies standard operating procedures, in line with expectations of the role.

Key responsibilities:

• Receives, logs, validates and diagnoses client requests, on the full range of products and services offered, applying agreed service level agreements leveraging standard tools, platforms, and processes.

• Uses Managed Services product and process knowledge along with discretion to respond to tickets.

• Provides client with a first call resolution, where possible, leveraging standard operating procedures or work instructions.

• Flags the need for such content, when relevant articles are not available

• Provides timely updates to clients, when requested, on any pending requests or tickets.

• Works closely with resolver groups, and other functions, to ensure timely updates are sent to the client.

• Produces breach and aging reports for tickets opened by the service desk.

• Identifies gaps and shortcomings in the current processes, procedures, services and provides recommendations for improvement.

• Uses sound judgment to escalate an issue to a higher level.

• Ensures that a professional level of service quality is maintained and that clients are satisfied.

To thrive in this role, you need to have:

• Ambitious self-starter who is passionate about IT.

• Solid expertise at using sound judgment to escalate an issue to a higher level.

• Methodical in approach to ticket resolution.

• Demonstrates an ability to interact with a variety of stakeholders.

• Demonstrates required integrity to ensure excellent client service and retention.

• Team player with excellent attention to detail and client focused.

• Effective verbal and written communication skills.

• Ability to work in 24X7 shift structure, based on a defined roster.

• Familiar with ITIL concepts.

• Sufficient knowledge of network technologies (WAN, LAN, WLAN), Security, Cloud, Videoconference or Collaboration is an asset.

Academic qualifications and certifications:

• Advanced general qualification in Technology (Technical Diploma) or equivalent qualification.

• India specific - A minimum of 13 years of education with a diploma in IT or a graduate degree or equivalent.

• ITIL v4 foundation certification and knowledge is preferable.

Required experience:

• Demonstrable related work experience in the Technology Industry and Call Center environment is preferred.

Workplace type :

On-site Working

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. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. 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 also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.

Equal Opportunity Employer

NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.

We are a global team of innovators and pioneers dedicated to shaping the future of observability. At New Relic, we build an intelligent platform that empowers companies to thrive in an AI-first world by giving them unparalleled insight into their complex systems. As we continue to expand our global footprint, we're looking for passionate people to join our mission. If you're ready to help the world's best companies optimize their digital applications, we invite you to explore a career with us!

Your opportunity

Are you ready to be a key player in our SaaS company, one that is setting the bar for technical innovation? As a Technical Support Engineer, you play a critical role as the first point of contact for our customers. Not only do you have a passion for customer service, you have strong troubleshooting skills and the ability to think fast and prioritize. You feel a sense of pride and satisfaction helping customers and will work directly with them to answer questions, solve problems, and help them love our product.We are serious about keeping our skills sharp, emphasizing training and continuous expansion of our knowledge base - your learning opportunities will never end. You will collaborate with other Support Engineers and Product Engineers to creatively and passionately assist with customer issues, while honing your technical skills. You will use your insight and imagination to help us identify recurring or systemic problems, and suggest ways we might address them.

What you'll do

• Efficiently and effectively triage a broad array of incoming (business and product) customer inquiries and route complex issues to the appropriate SME, putting the customer experience first
• Serve as a collaborative technical expert within the accounts and security specialty area for our Global Technical Support organization.
• Demonstrate connectedness and contribute to a supportive work environment
• Promote self-sufficiency through the creation and sharing of knowledge through multiple mediums and channels
• Be responsible for your own development, seek feedback from others, and continually build your organizational, support process, and product knowledge
• Identify recurring or systemic problems, and suggest ways we might continuously improve

This role requires

• You have at least 1 year of experience in a Technical Support organization for an enterprise SaaS solution.
• You have established troubleshooting skills, and can get creative when the answer is not obvious
• You have excellent written and verbal communication skills, and can effectively communicate across all levels
• You have experience collaborating across teams to solve problems
• You can articulate the importance of the customer experience, and are accountable for results
• You think critically with a propensity for continuous improvement
• Bachelor's Degree or code school experience
• You have ability to work EST hours: Generally 8am-5pm EST, Monday -Friday

Bonus points if you have

• Experience with cyber security
• Experience with Identity and Access Management
• Experience with New Relic products
• Experience with Salesforce Service Cloud
• You have programmed in, or supported customers in, any of the following languages/frameworks: .NET, PHP, Node.js, Python, Ruby, GO.

Please note that visa sponsorship is not available for this position.

#LI-MM1#LI-Remote

The pay range below represents a reasonable estimate of the salary for the listed position. This role is eligible for a corporate bonus plan. Pay within this range varies by work location and may also depend on job-related factors such as an applicant's skills, qualifications, and experience.

New Relic provides a variety of benefits for this role, including healthcare, dental, vision, parental leave and planning, and mental health benefits, a 401(k) plan and match, flex time-off, 11 paid holidays, volunteer time-off, and other competitive benefits designed to improve the lives of our employees.

Estimated Base Pay Range $70,000—$94,000 USD

Fostering a diverse, welcoming and inclusive environment is important to us. We work hard to make everyone feel comfortable bringing their best, most authentic selves to work every day. We celebrate our talented Relics' different backgrounds and abilities, and recognize the different paths they took to reach us - including nontraditional ones. Their experiences and perspectives inspire us to make our products and company the best they can be. We're looking for people who feel connected to our mission and values, not just candidates who check off all the boxes.

If you require a reasonable accommodation to complete any part of the application or recruiting process, please reach out to

We believe in empowering all Relics to achieve professional and business success through a flexible workforce model. This model allows us to work in a variety of workplaces that best support our success, including fully office-based, fully remote, or hybrid.

Our hiring process

In compliance with applicable law, all persons hired will be required to verify identity and eligibility to work and to complete employment eligibility verification. Note: Our stewardship of the data of thousands of customers' means that a criminal background check is required to join New Relic.

We will consider qualified applicants with arrest and conviction records based on individual circumstances and in accordance with applicable law including, but not limited to, theSan Francisco Fair Chance Ordinance.

Headhunters and recruitment agencies may not submit resumes/CVs through this website or directly to managers. New Relic does not accept unsolicited headhunter and agency resumes, and will not pay fees to any third-party agency or company that does not have a signed agreement with New Relic.

New Relic develops and distributes encryption software and technology that complies with U.S. export controls and licensing requirements. Certain New Relic roles require candidates to pass an export compliance assessment as a condition of employment in any global location. If relevant, we will provide more information later in the application process.

Candidates are evaluated based on qualifications, regardless of race, religion, ethnicity, national origin, sex, sexual orientation, gender expression or identity, age, disability, neurodiversity, veteran or marital status, political viewpoint, or other legally protected characteristics.

Review our Applicant Privacy Notice at

Alternate Locations: Work from Home

Work Arrangement:

Remote : Work at home employee

Relocation assistance: is not available for this opportunity.

Requisition #: 74924

The Role at a Glance

The Role at a Glance

The AVP, Annuity Product Technical Support role will primarily be responsible for the development and oversight of Excel-based projection calculators to validate the accuracy of administration and illustration systems alongside of internal online tools and third-party platforms.

This leader will provide strategic guidance and mentorship to the team responsible for annuity technical support. This position will act as a liaison to internal and external stakeholders as well as third party platforms to ensure seamless technical delivery of product offering, drive continuous innovation and efficiency. This position will provide complex, forward-thinking analysis and technical direction for the annuity product team, translating technical requirements into actionable tasks, acting as a subject matter expert to various stakeholders, providing support in technical analysis of the various platforms while ensuring the delivery of routine assignments/projects.

What you'll be doing

What you'll be doing

• Builds the vision of the technical support function and evaluates how agile and admin system modernization can be embedded within the function.

• Directs and enhances organizational initiatives by positively influencing and supporting change management and/or departmental/enterprise initiatives supporting testing resources for the annuity product suite.

• Identifies strategic opportunities to improve the quality and quantity of the benchmark test tools developed and maintained by the team.

• Builds allies & relationships across departments, external systems providers, and leverages allies to build consensus on technical accuracy of annuity product calculations.

• Coaches and provides subject matter expertise to team members and internal/external stakeholders on business process improvement and Agile capabilities.

• Leads the development of process documentation and maintains an inventory of test resources.

• Applies mastered technical product knowledge to meet legislative, regulatory, taxation, and treatment of products.

• Maintain knowledge on current and emerging development/trends for assigned area(s) of responsibility, assess the impact, and collaborates with stakeholders to incorporate new trends and developments in the current and future solutions.

• Apply mathematical concepts such as probability, statistics, modeling, percentages, ratios, and proportions to practical solutions. Ability to solve problems and deal with a variety of concrete variables in situations where only limited standardization exists. Define problems, collect data, establish facts and draw valid conclusions.

• Demonstrates excellent organizational skills with the ability to prioritize workload and multi-task while maintaining strict attention to detail and accuracy.

ADDITIONAL POSITION RESPONSIBILITIES

• Carries out duties in compliance with all state and federal regulations and guidelines. Complies with all company and site policies and procedures.

• Remains current in profession and industry trends.

• Makes a positive contribution as demonstrated by: - Making suggestions for improvement - Learning new skills, procedures and processes

• Performs other duties as required.

What we’re looking for

EDUCATION AND EXPERIENCE

• 4 Year/Bachelor's degree or equivalent work experience (4 years of experience in lieu of Bachelor's) (Minimum Required)

• 10+ Years experience in modeling or programming directly related to the specific responsibilities of this position. (Required)

• Deep understanding of annuity products and markets (required).

• Advanced Spreadsheet (Excel) and programming experience with VBA or other similar languages.

• Demonstrated analytical and problem-solving skills, detail-oriented, independent, motivated, innovative.

• Strong written and verbal communication skills.

• Ability to read, analyze and interpret both internal and external documents.

• Ability to work with others in a collaborative team environment

• Demonstrated solid relationship management skills with internal clients (e.g. management, peers and colleagues).

• Demonstrates solid project management skills, including critical ability to coordinate and balance multiple projects under pressure in a time-sensitive environment and meet deadlines.

Application Deadline

Applications for this position will be accepted through September 30th, subject to earlier closure due to applicant volume.

What’s it like to work here?

At Lincoln Financial, we love what we do. We make meaningful contributions each and every day to empower our customers to take charge of their lives. Working alongside dedicated and talented colleagues, we build fulfilling careers and stronger communities through a company that values our unique perspectives, insights and contributions and invests in programs that empower each of us to take charge of our own future.

What’s in it for you:

• Clearly defined career tracks and job levels, along with associated behaviors for each of Lincoln's core values and leadership attributes

• Leadership development and virtual training opportunities

• PTO/parental leave

• Competitive 401K and employee benefits (

• Free financial counseling, health coaching and employee assistance program

• Tuition assistance program

• Work arrangements that work for you

• Effective productivity/technology tools and training

The pay range for this position is $125,800 - $229,100 with anticipated pay for new hires between the minimum and midpoint of the range and could vary above and below the listed range as permitted by applicable law. Pay is based on non-discriminatory factors including but not limited to work experience, education, location, licensure requirements, proficiency and qualifications required for the role. The base pay is just one component of Lincoln’s total rewards package for employees. In addition, the role may be eligible for the Annual Incentive Program, which is discretionary and based on the performance of the company, business unit and individual. Other rewards may include long-term incentives, sales incentives and Lincoln’s standard benefits package.

About The Company

Lincoln Financial (NYSE: LNC) helps people to confidently plan for their version of a successful future. We focus on identifying a clear path to financial security, with products including annuities, life insurance, group protection, and retirement plan services.

With our 120-year track record of expertise and integrity, millions of customers trust our solutions and service to help put their goals in reach.

Lincoln Financial Distributors, a broker-dealer, is the wholesale distribution organization of Lincoln Financial. Lincoln Financial is the marketing name for Lincoln Financial Corporation and its affiliates including The Lincoln National Life Insurance Company, Fort Wayne, IN, and Lincoln Life & Annuity Company of New York, Syracuse, NY. Lincoln Financial affiliates, their distributors, and their respective employees, representatives and/or insurance agents do not provide tax, accounting or legal advice.

Lincoln is committed to creating an inclusive ( environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

Follow us on Facebook ( , X ( , LinkedIn ( , Instagram ( , and YouTube ( . For the latest company news, visit our newsroom ( .

Be Aware of Fraudulent Recruiting Activities

If you are interested in a career at Lincoln, we encourage you to review our current openings and apply on our website. Lincoln values the privacy and security of every applicant and urges all applicants to diligently protect their sensitive personal information from scams targeting job seekers. These scams can take many forms including fake employment applications, bogus interviews and falsified offer letters.

Lincoln will not ask applicants to provide their social security numbers, date of birth,

**Alternate Locations:** Work from Home
**Work Arrangement:**
Remote : Work at home employee
**Relocation assistance:** is not available for this opportunity.
**Requisition #:** 74924
**The Role at a Glance**
The Role at a Glance
The AVP, Annuity Product Technical Support role will primarily be responsible for the development and oversight of Excel-based projection calculators to validate the accuracy of administration and illustration systems alongside of internal online tools and third-party platforms.
This leader will provide strategic guidance and mentorship to the team responsible for annuity technical support. This position will act as a liaison to internal and external stakeholders as well as third party platforms to ensure seamless technical delivery of product offering, drive continuous innovation and efficiency. This position will provide complex, forward-thinking analysis and technical direction for the annuity product team, translating technical requirements into actionable tasks, acting as a subject matter expert to various stakeholders, providing support in technical analysis of the various platforms while ensuring the delivery of routine assignments/projects.
**What you'll be doing**
What you'll be doing
- Builds the vision of the technical support function and evaluates how agile and admin system modernization can be embedded within the function.
- Directs and enhances organizational initiatives by positively influencing and supporting change management and/or departmental/enterprise initiatives supporting testing resources for the annuity product suite.
- Identifies strategic opportunities to improve the quality and quantity of the benchmark test tools developed and maintained by the team.
- Builds allies & relationships across departments, external systems providers, and leverages allies to build consensus on technical accuracy of annuity product calculations.
- Coaches and provides subject matter expertise to team members and internal/external stakeholders on business process improvement and Agile capabilities.
- Leads the development of process documentation and maintains an inventory of test resources.
- Applies mastered technical product knowledge to meet legislative, regulatory, taxation, and treatment of products.
- Maintain knowledge on current and emerging development/trends for assigned area(s) of responsibility, assess the impact, and collaborates with stakeholders to incorporate new trends and developments in the current and future solutions.
- Apply mathematical concepts such as probability, statistics, modeling, percentages, ratios, and proportions to practical solutions. Ability to solve problems and deal with a variety of concrete variables in situations where only limited standardization exists. Define problems, collect data, establish facts and draw valid conclusions.
- Demonstrates excellent organizational skills with the ability to prioritize workload and multi-task while maintaining strict attention to detail and accuracy.
ADDITIONAL POSITION RESPONSIBILITIES
- Carries out duties in compliance with all state and federal regulations and guidelines. Complies with all company and site policies and procedures.
- Remains current in profession and industry trends.
- Makes a positive contribution as demonstrated by: - Making suggestions for improvement - Learning new skills, procedures and processes
- Performs other duties as required.
**What we're looking for**
EDUCATION AND EXPERIENCE
- 4 Year/Bachelor's degree or equivalent work experience (4 years of experience in lieu of Bachelor's) (Minimum Required)
- 10+ Years experience in modeling or programming directly related to the specific responsibilities of this position. (Required)
- Deep understanding of annuity products and markets (required).
- Advanced Spreadsheet (Excel) and programming experience with VBA or other similar languages.
- Demonstrated analytical and problem-solving skills, detail-oriented, independent, motivated, innovative.
- Strong written and verbal communication skills.
- Ability to read, analyze and interpret both internal and external documents.
- Ability to work with others in a collaborative team environment
- Demonstrated solid relationship management skills with internal clients (e.g. management, peers and colleagues).
- Demonstrates solid project management skills, including critical ability to coordinate and balance multiple projects under pressure in a time-sensitive environment and meet deadlines.
**Application Deadline**
Applications for this position will be accepted through September 30th, subject to earlier closure due to applicant volume.
**What's it like to work here?**
At Lincoln Financial, we love what we do. We make meaningful contributions each and every day to empower our customers to take charge of their lives. Working alongside dedicated and talented colleagues, we build fulfilling careers and stronger communities through a company that values our unique perspectives, insights and contributions and invests in programs that empower each of us to take charge of our own future.
**What's in it for you:**
+ Clearly defined career tracks and job levels, along with associated behaviors for each of Lincoln's core values and leadership attributes
+ Leadership development and virtual training opportunities
+ PTO/parental leave
+ Competitive 401K and employee benefits ( Free financial counseling, health coaching and employee assistance program
+ Tuition assistance program
+ Work arrangements that work for you
+ Effective productivity/technology tools and training
The pay range for this position is $125,800 - $229,100 with **anticipated pay for new hires between the minimum and midpoint of the range** and could vary above and below the listed range as permitted by applicable law. Pay is based on non-discriminatory factors including but not limited to work experience, education, location, licensure requirements, proficiency and qualifications required for the role. The base pay is just one component of Lincoln's total rewards package for employees. In addition, the role may be eligible for the Annual Incentive Program, which is discretionary and based on the performance of the company, business unit and individual. Other rewards may include long-term incentives, sales incentives and Lincoln's standard benefits package.
**About The Company**
Lincoln Financial (NYSE: LNC) helps people to confidently plan for their version of a successful future. We focus on identifying a clear path to financial security, with products including annuities, life insurance, group protection, and retirement plan services.
With our 120-year track record of expertise and integrity, millions of customers trust our solutions and service to help put their goals in reach.
Lincoln Financial Distributors, a broker-dealer, is the wholesale distribution organization of Lincoln Financial. Lincoln Financial is the marketing name for Lincoln Financial Corporation and its affiliates including The Lincoln National Life Insurance Company, Fort Wayne, IN, and Lincoln Life & Annuity Company of New York, Syracuse, NY. Lincoln Financial affiliates, their distributors, and their respective employees, representatives and/or insurance agents do not provide tax, accounting or legal advice.
Lincoln is committed to creating an inclusive ( environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
Follow us on Facebook ( , X ( , LinkedIn ( , Instagram ( , and YouTube ( . For the latest company news, visit our newsroom ( .
**Be Aware of Fraudulent Recruiting Activities**
If you are interested in a career at Lincoln, we encourage you to review our current openings and apply on our website. Lincoln values the privacy and security of every applicant and urges all applicants to diligently protect their sensitive personal information from scams targeting job seekers. These scams can take many forms including fake employment applications, bogus interviews and falsified offer letters.
Lincoln will not ask applicants to provide their social security numbers, date of birth,

**Make an impact with NTT DATA**
Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion - it's a place where you can grow, belong and thrive.
**Your day at NTT DATA**
The Managed Services Service Desk Agent is a senior service desk resource and the first point of contact for clients and vendors.
This role is responsible for taking calls, chat requests, or tickets, and Mailbox management and handling resulting incidents or service requests.
The Managed Services Service Desk Agent applies standard operating procedures, in line with expectations of the role.
**Key responsibilities:**
+ Receives, logs, validates and diagnoses client requests, on the full range of products and services offered, applying agreed service level agreements leveraging standard tools, platforms, and processes.
+ Uses Managed Services product and process knowledge along with discretion to respond to tickets.
+ Provides client with a first call resolution, where possible, leveraging standard operating procedures or work instructions.
+ Flags the need for such content, when relevant articles are not available
+ Provides timely updates to clients, when requested, on any pending requests or tickets.
+ Works closely with resolver groups, and other functions, to ensure timely updates are sent to the client.
+ Produces breach and aging reports for tickets opened by the service desk.
+ Identifies gaps and shortcomings in the current processes, procedures, services and provides recommendations for improvement.
+ Uses sound judgment to escalate an issue to a higher level.
+ Ensures that a professional level of service quality is maintained and that clients are satisfied.
**To thrive in this role, you need to have:**
+ Ambitious self-starter who is passionate about IT.
+ Solid expertise at using sound judgment to escalate an issue to a higher level.
+ Methodical in approach to ticket resolution.
+ Demonstrates an ability to interact with a variety of stakeholders.
+ Demonstrates required integrity to ensure excellent client service and retention.
+ Team player with excellent attention to detail and client focused.
+ Effective verbal and written communication skills.
+ Ability to work in 24X7 shift structure, based on a defined roster.
+ Familiar with ITIL concepts.
+ Sufficient knowledge of network technologies (WAN, LAN, WLAN), Security, Cloud, Videoconference or Collaboration is an asset.
**Academic qualifications and certifications:**
+ Advanced general qualification in Technology (Technical Diploma) or equivalent qualification.
+ India specific - A minimum of 13 years of education with a diploma in IT or a graduate degree or equivalent.
+ ITIL v4 foundation certification and knowledge is preferable.
**Required experience:**
+ Demonstrable related work experience in the Technology Industry and Call Center environment is preferred.
**Workplace type** **:**
On-site Working
**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. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. 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 also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.
**Equal Opportunity Employer**
NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.

Our client is seeking a highly skilled Senior Technical Support Specialist to join their dedicated IT support team in **Nashville, Tennessee**. This role is vital for providing advanced technical assistance to internal users and external customers, resolving complex hardware, software, and network issues. The ideal candidate will possess in-depth knowledge of IT systems, exceptional troubleshooting capabilities, and a strong commitment to delivering outstanding customer service.

Key responsibilities include diagnosing and resolving advanced technical issues escalated from the first-level support team. You will provide hands-on support for desktops, laptops, servers, mobile devices, printers, and peripheral equipment. This role also involves troubleshooting network connectivity problems, managing user accounts and access privileges, and performing system upgrades and maintenance. The Senior Technical Support Specialist will document solutions, create knowledge base articles, and train junior support staff on technical procedures. Proactive monitoring of system performance and identification of potential issues before they impact users are also critical functions. The ability to manage multiple priorities and projects simultaneously in a fast-paced environment is essential.

The successful candidate must have a Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience. Certifications such as CompTIA A+, Network+, Security+, or Microsoft Certified Professional (MCP) are highly desirable. A minimum of 5 years of experience in technical support or IT operations is required. Proficiency in operating systems (Windows, macOS, Linux), network protocols, and common business applications is essential. Excellent analytical, problem-solving, and communication skills are necessary to effectively assist users and collaborate with IT teams. This position offers a competitive salary, comprehensive benefits, and opportunities for career advancement within a leading organization.