Sr. Desktop Support

Beacon Hill is partnering with a Financial Services institution as they search for a Field Support Engineer.

The Field Support Engineer will be responsible for the installation, configuration, and troubleshooting of network infrastructure hardware and software.

This position supports a broad range of IT hardware and software.

The selected professional will be responsible for working with end users about the issues related to physical workstations, including laptops, desktops, peripherals, network devices, among others.

Individual should also be well versed about remote troubleshooting and remote desktop support, Physical hardware inventory etc.

In addition, they will also be responsible for serving in a client-facing role to carry out imaging and deploying desktop equipment, fielding onsite escalations from services desk, supervisor and customer.

Responsibilities

• Responsible for installing, maintaining, and repairing company and multi-vendor systems which include hardware, software and networking products as well as operating systems.
• Diagnose and resolve various hardware performance issues, make decisions when appropriate related to replacing existing user workstation equipment and carry out the entire product replacement process, including the removal of existing IT assets as well as the implementation of new IT assets.
• Takes responsibility for potential or desired follow-up services or problem escalation.
• Should contribute directly to the implementation of new company service solutions, or short projects as per the supervisor's directives.
• Should be able to conduct Video Conferencing meeting and Dry-run tests as needed
• Manage all IT assets, including tagging in / out existing and new IT assets as they are rolled out to end users.
• Ensure the best possible experience when setting up new user equipment, and perform the necessary onsite testing to ensure existing and / or new employees have access to equipment, applications, and various other technical solutions.
• Good problem solving skills; ability to visualize a problem or situation and think abstractly to solve it.
• Ability to handle constantly changing flow of traffic; remain productive during slow times, be able to multitask effectively during busy times, exercise patience and professionalism during stressful situations.
• Dealing with hardware and application support queries and issues reported to the Field Services team
• Take ownership and responsibility of an issues from start through to a successful resolution
• Escalate issues and involve experts wherever required in order to resolve issues as quickly as possible
• Ensures that supported customer accurately completes the approved work request with the date and time of submission
• Develop sound understanding of IT operations and related applications and IT systems as well as business related processes and procedures
• Develop technical knowledge of each system within company profile and specialized knowledge of certain nominated areas
• Maintain adequate knowledge of operating systems and application software used to provide a high level of support
• Maintains and consistently demonstrates a general knowledge of company guidelines, processes, practices and procedures
• When the restoration is beyond the scope of the Service Desk Agent he / she will escalate the issue / problem to proper tier 2 and 3 support team members

Requirements

• 2 - 5+ years of experience working in a field services support capacity, with specific experience in the configuration, implementation, and maintenance of IT assets (Laptops, Desktops, Peripherals), troubleshooting, and resolving any technical issues that require onsite service support.
• Knowledge and practical experience troubleshooting and supporting local area data networking (hardware / software / protocols and best practices).
• Knowledge of Incident Management, Service Request Management, DEPOT model, etc.
• Proficiency in Microsoft Desktop OS (domain environment), Desktop application-related configurations, troubleshooting, etc..
• Knowledge of standard Microsoft Productivity Applications such as Microsoft Office and Outlook. Familiarity with all major web browsers including Google Chrome and Mozilla Firefox, EDGE and IE, etc.
• Working knowledge of the ServiceNow ticketing tool.

Beacon Hill is an Equal Opportunity Employer that values the strength diversity brings to the workplace. Individuals with Disabilities and Protected Veterans are encouraged to apply.

California residents : Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

If you would like to complete our voluntary self-identification form, please click here or copy and paste the following link into an open window in your browser :

Completion of this form is voluntary and will not affect your opportunity for employment, or the terms or conditions of your employment.

This form will be used for reporting purposes only and will be kept separate from all other records.

Company Profile :

Beacon Hill Technologies, a premier National Information Technology Staffing Group, provides world class technology talent across all industries utilizing a complete suite of staffing services.

Beacon Hill Technologies' dedicated team of recruiting and staffing experts consistently delivers quality IT professionals to solve our customers' technical and business needs.

Beacon Hill Technologies covers a broad spectrum of IT positions, including Project Management and Business Analysis, Programming / Development, Database, Infrastructure, Quality Assurance, Production / Support and ERP roles.

Learn more about Beacon Hill and our specialty divisions, Beacon Hill Associates, Beacon Hill Financial, Beacon Hill HR, Beacon Hill Legal, Beacon Hill Life Sciences and Beacon Hill Technologies by visiting .

We look forward to working with you.

Beacon Hill. Employing the Future™