Field Engineer 3

Job Description: Deskside support for software and hardware support, utilizing tools to provide remote support as needed.
As a Field Engineer 3, you will perform activities associated with installing, diagnosing, maintaining and servicing computer-related products, including but not limited to desktop & laptop computers, printers, network devices, standard software, and low-end servers at customer sites, and/or depot locations. This is a journeyman position for the typical desk side support technician. You will be directed by Help Desk, Service Desk, or script using standard methods, techniques, and tools. You will also apply personal knowledge to resolve product support issues that could not be addressed by service desk. Your assignments will range in complexity from troubleshooting and repair, to more difficult device repair, including reloading and re-imaging of PCs/laptops, and installing and optimizing HW/SW networking products.
Job Duties: Monitor tickets via client Service Now (Service Now knowledge a plus, but can be trained) prioritize tickets for SLA management and client resolution/satisfaction.
Responsibilities:

• Provides support for software, hardware and networking support for desktops, laptops and servers
• Provides maintenance and support on legacy products
• Supports Core, server products
• Performs disk replacement on enterprise storage products
• Installs and maintains PCs and associated software, networks, servers and peripherals
• Supports network products from operational and maintenance perspectives
• Performs installs, moves, adds and changes as required
• Tests and certifies PCs, networks, servers and client approved applications
• Provides follow-up on problems or escalation.
• Maintains a high degree of professionalism in actions, demeanor and dress.
• Insures customer satisfaction throughout the service delivery transaction.
• Ensures client specific Service Level Agreements are met and incident and request tickets are updated accordingly within the ticketing system

Prescreening Questions:
Please ask your consultant these additional questions and type their answers. Do not send this to them to complete it as we do not want them looking up answers.

1. When working with a high level client (i.e. executive level) and they believe (incorrectly), that they know what the problem is and how to fix it, how would you manage the situation with the executive?
2. Describe an incident where you had a conflict with a coworker and how you resolved it.
3. Describe an incident where the user had a bad experience with a Help or Service Desk, and thru no fault of your own, the user is very upset with the situation/delay in support/etc., and how did you handle that situation.
4. For the equipment types listed below, please indicate your skill level (0 - None, 1 - Fundamental, 2 - Proficient, 3 - Advanced, 4 - Expert)
   1. Windows Desktop _____
   2. Windows Laptop _____
   3. Apple/MAC _____
   4. Portable or mobility devices (tablets, phones) _____
   5. Routers/Switches _____
   6. Servers _____

1. What type of Remote diagnostic software do you prefer and why?
2. What type of ticketing systems do have experience with?

A. client
B. Service Now
C. Heat
D. Remedy
E. Other (explain):_____________

1. Describe the significance of a Service Level Agreement (SLA) , in regards to call tickets?
2. For the Operating systems listed below, please indicate your skill level (0 - None, 1 - Fundamental, 2 - Proficient, 3 - Advanced, 4 - Expert)
   1. Windows 7 _____
   2. Windows 8 (8.1) _____
   3. Windows 10 _____
   4. iOS (7 & higher) _____
   5. mac OS _____
   6. Linux _____
   7. Other (specify) _____

1. For the internal devices listed below, please indicate your skill level in replacing these as part of a repair activity (assume Dell, Client, Lenovo, etc..) (0 - None, 1 - Fundamental, 2 - Proficient, 3 - Advanced, 4 - Expert)
   1. Hard drive _____
   2. Memory _____
   3. DVD/CD _____
   4. Motherboard _____
   5. NIC/WIFI etc. _____
   6. LCD screen _____

1. What manufacturers have you ordered replacement warranty parts from in your previous experience?
2. For the items listed below, please provide your skill level relative to configuring, connectivity and troubleshooting on a laptop/desktop.
   1. LAN _____
   2. Network Printer _____
   3. Wireless (WIFI) _____
   4. Desktop/Multifunction Printer _____
3. What resources do you use when you don't know the answer to quickly repair a machine (check with coworker, manufacturer website, Internet)
4. How would you define quality in the workplace?
5. Describe your experience with unboxing/configuring/relocating/delivering laptops/desktops/monitors (commonly referred to as IMACD activities).