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Form of workJob Description
Job Title: Onsite DSS Field Service Tech
Location: Burlington, MA
Work Shift: 40 Hrs a week, Morning (Monday-Friday)
ESSENTIAL JOB RESPONSIBILITIES:
Serve as the primary contact for providing senior-level white glove support and problem
resolutions for the Executives and their Assistants
Establish trust with the leadership team while maintaining confidentiality and privacy in all
dealings with Executives and their data
Support onsite Executive meetings, and remote webinar style meetings
Serve as the face of IT on site and participate in business relationship management activities
Coordinate support between regional site and headquarters
Server as the local point of contact for suppliers for IT support, equipment and repairs while arranging 3rd party activities
Collaborate with global IT team to improve processes and enhance customer satisfaction
Participate in special projects, both regional and global as needed
Follow established procedures; create and update documentation; assume ownership of end-user issues and strive to provide excellent service to all business partners
Perform appropriate issue diagnosis and guide users through step-by-step solutions; clearly and effectively communicate technical solutions in a user-friendly, professional manner
Visit associate at deskside for hands-on support, as needed
Administering network accounts - password resets and unlocking accounts
Build and deploy new hire computers/upgrades and RMA/warranty repairs
Unpacking pallets/boxes of desktop and laptop computers in large quantities
Installation of PC operating systems
Routinely screen work orders and distribute to appropriate subject matter experts
Communicate with end-users regarding support ticket status and follow up to assess customer satisfaction level
Global customer support – supporting associates located outside their region with accommodation to different time zones, as needed.
Knowledge and Skills
Excellent verbal and written communication skills
Be able to provide user-friendly support and instruction to computer users
Maintain strict confidentiality and respect for ensuring network security
Ability to learn new technical skills and quickly adjust to fast-changing priorities and deadlines
Experience in a call center environment providing technical support via remote tools
Comprehensive understanding of current computer hardware and software technologies
Understanding of LAN/WAN and Wireless Networks
Possess working knowledge of the configuration, use and troubleshooting of laptop/desktop hardware and internet applications including browsers, e-mail and VPNs
Some support may be required outside of regular business hours (weekends, holidays, etc.) as needed
Physical requirements/abilities
Must be able to lift at least 50 lbs / 25Kg
Must be able to stand/walk for long periods of time
