Factory Support Engineer - Onsite

Factory Support Engineer

Location: Ridgeville, SC (Onsite from day 1)-open to folks who are open to relocate and be onsite from Day 1
Duration: 1+ year

Job Description :

Key Points :

• Look for someone from Production environment/ data center support environment / Server support.
• Server Troubleshooting.
• Candidate should have good experience working on factory floor.
• Support Network, Printer, Laptop, Desktop.
• Nice to have : MCSE/Comptia/Network+ certifications

Technical Skill Set :

Server: Knowledge on hardware troubleshooting, Racking and Stacking, basic troubleshooting of Server Operating systems, raid configurations for Open VMS / Unix / Windows servers

DC Facilities : Knowledge on managing server room components like Power, UPS, Cable Management and monitoring the environment

AD: Knowledge on - Active directory, Proxy, DNS, Group Policy.
Network: Knowledge on LAN setup, basic switching, passive networking, cable management (Data / Voice), Wireless AP.
Desktop Security: Knowledge on Antivirus deployment and update, patch management, monitoring and reporting, Disk Encryption, End-user backup.
Desktop, Laptop, Handheld devices: Hands on experience in OS deployment / provisioning, common application installation and troubleshooting, Hardware knowledge, disposal (disk wipe / degaussing), Smart Phones, Tablets, Thin Clients, beamers, Video Conference equipment, Analogue / Digital Phone sets, PDAs.

Printers: Hands on experience in managing printers (Local & Network printers), toner /consumables (staples) / maintenance kit replacement, lasermarkers, applicators.

Tools: Hand on experience on ITSM tools like Service Now.

ITIL: Knowledge of ITIL processes and procedures.

Soft Skills :

• Excellent in verbal , written communication, personal interaction skills
• Strong problem resolution skills required
• Can perform under stressful and stringent timelines with minimal help and ownership
• Manage multiple assignments simultaneously and coordinate with users for timely completion
• Flexible to work in 24x7 environments
• Strong customer focus
• Ability to work independently and in a team environment
• Ability to communicate well with internal and external contacts
• Dutch as mother tongue
• English proficiency level 4 out of 5

Responsibilities :

• Provide investigation, diagnosis, resolution and recovery for hardware/software problems. When unable to resolve, escalate to second or third level in accordance with escalation processes.
• Escalate hardware related problems to the third party warranty and non-warranty supplier.
• Maintain overall ownership of user's issue & service ensuring that they receive resolution within a reasonable timeframe.
• Respond to incoming factory calls.
• Provide initial assessment of urgency and business impact on all support calls.
• Record incident resolutions in Service Now.
• Provide enhancement request feedback to IT regarding technology environment and customer needs through the defined processes.
• Support the following technologies: Microsoft Office 2003/7/10 products Outlook, Word, Excel, Access, Web browsers, Windows XP/7/8, desktops, laptops, printers, networked copiers, NIC's, basic LAN/WAN connectivity and others as assigned.
• Receive, escort and guide 3rd party suppliers On Site.
• Spare part administration.
• Asset Inventory management.