Field Support

Responsibilities:

• Provide high level of customer service
• Provide phone and deskside support to end users across the site
• Utilize the ITSM ticket tracking system to categorize, prioritize and escalate issues as necessary
• Take ownership of issue\request through resolution or escalation
• Analyze hardware and software problems, perform trouble shooting per approved procedures, identify alternative solutions and take appropriate corrective action
• Perform hardware and software setup, configuration, and testing per current standards and approved procedures Help create and maintain system support documentation

• Maintain excellent ticket hygiene (SLA management of tickets and tasks) in ticketing tool
• Ensure that work is carried out within agreed Service Levels. (SLA's)
• Client on-boarding, transfers, and off-boarding efforts
• Maintain high level of accuracy of AMDB
• Availability during weekend and after hours as per rotational roster
• Finish Projects (asset refresh etc.) in a timely manner
• Work on IMACDs and off hours move requests
• Experience with asset management system
• Knowledge of data wiping tools.
• Work with the team lead to make the team lead successful and be a great team player
• Show urgency in executing requests for C - suite users and provide exceptional service
• Analyze, troubleshoot, repair and testing of equipment (Laptop, Desktop, Mobile devices, iMac, iPad, etc.)
• Understanding imaging areas, capabilities, etc. and stock rooms in depot. Inventory info gathering and management .
• Knowledge about Capex and approval processes.
• Well versed with process for
  • Device shipment
  • Device receiving
  • Decommissioned device management
• Create test matrices, and test plans, system level and host interface testing, hardware problem isolation.
  
  
• At least 2+ years of experience in Microsoft Windows and network troubleshooting, web based application support, and familiarity with the entire Microsoft end user suite of products
• Strong interpersonal skills and thoughtful and effective communicator
• Excellent analytical and problem-solving skills
• Excellent time management and organization skills
• Logistics experience.
• Strong written and oral communication skills
• Strong experience and understanding of Office\O365 Experienced in working with Service-Now platform preferred but not necessary
• Working knowledge/experience with PC Imaging Tools.
• Working knowledge/experience with diagnosis and remote-control tools.