Field Support Engineer

Overview

Role : Field Support Engineer

Location : Frisco, TX / Dallas TX / Austin, TX (Onsite)

Position Type : Contract

Minimum Experience 3-5 Years of Field Support Services / Desktop Support

Responsibilities

• As an Onsite Support Technician with minimum of one to three years of technical experience in providing quality services to the end users which includes the following key roles and responsibilities :
• Provide customer facing end-user support that includes :
• Install and Configure desktops, laptops, mobile devices, and associated Peripherals and related Software.
• Perform Break Fix, Desk Side Support, IMACD's, Data Migration, Refreshes, etc.
• Perform onsite updates, Configuration changes, or Software installations.
• Provide onsite technical assistance to End Users.
• Identifies potential issues that could adversely impact End User experience and follows through on action steps to prevent.
• Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumvention's.
• Manage the ticket queue and ensure tickets are resolved and closed within the defined service level agreement. Respond to end-user requests for updates on ticket status and promptly follow up as needed.
• Troubleshoot client software and basic network connectivity problems .
• Identify, evaluate and prioritize customer problems and complaints .
• Coordinate with vendors for provision of end-user support (e.g. Hardware Vendor technicians for warranty repair / replacement)
• Perform end-user support related security and controls and compliance related tasks such as access reviews, risk assessments, controls verifications, facility inspections, maintenance of verification logs
• Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance and upgrades.
• Provide IT support for on-site or off-site events and meetings including site setup, coordination with venue IT / AV contacts and stand-by support
• Provide IT support for disaster recovery and immediate response in the event of emergency situations at local sites.
• Provide On-call support if required outside business hours on a rotational basis.
• Provide Hand and Feet support for network data and voice devices.
• May train users and operators on a limited basis and / or may write training procedures . Participate in on-going training and departmental development .
• Independently resolve tickets within agreed SLA of ticket volume and time To adhere to quality standards, regulatory requirements and company policies .
• Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts .
• To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases

Qualifications

Additional Requirements

J-18808-Ljbffr