Field Service Technician

• Provide customer facing enduser support that includes:

• Install and Configure desktops laptops mobile devices and associated Peripherals and related Software.
• Perform Break Fix Desk Side Support IMACDs 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.

• Manage the ticket queue and ensure tickets are resolved and closed within the defined service level agreement. Respond to enduser requests for updates on ticket status and promptly follow up as needed.
• Coordinate with vendors for provision of enduser support (e.g. Hardware Vendor technicians for warranty repair/replacement)
• Perform enduser 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 onsite or offsite events and meetings including site setup coordination with venue IT/AV contacts and standby support
• Provide IT support for disaster recovery and immediate response in the event of emergency situations at local sites.
• Provide Oncall support if required outside business hours on a rotational basis

• Provide Hand and Feet support for network data and voice devices

FSO Telecom task:

• Installation of IP wireless Analog and Digital phones ( Avaya Nortel Cisco Siemens Mitel etc.)
• Configuration of phones using SOP and Phones movement.
• Update the inventory of phones peripherals and system cards( like TDM digital and CPU cards etc.) to network voice team.
• Testing the cables using the tester for IP phone and TDM phones from patch panel to users desk
• Punching the cable for different type of panel like patch panel or IDF or MDF for krone with krone tool and punching tool
• Update the circuit inventory and vendor details for service provider to network voice team.
• Coordination with local vendor for ISP OEM channel partner and different team

Desired Qualifications:

• BS/BA in Computer Science Information systems or an equivalent combination of education or

Experience:

• One to three years of experience in service delivery and Enduser hardware and software Configuration troubleshooting.
• Experience with various desktop systems operating systems and diverse technical environments.
• Excellent customer service orientation and verbal communication skills.
• Experience Supporting Windows Operating Systems MS Office VPN local and Network printing Notebooks and mobile devices.
• Ability to install software for and troubleshoot a wide range of applications.
• Analytical thinking and problemsolving ability.
• CompTIA A certification or equivalent certification
• Flexible for travelling to remote sites or cluster
• Provide assistance for network relates issues
• Should be able to lift weight up to 30 lbs at waist level

• Update the inventory of phones peripherals and system cards( like TDM digital and CPU cards etc.) to network voice team.
• Testing the cables using the tester for IP phone and TDM phones from patch panel to users desk
• Punching the cable for different type of panel like patch panel or IDF or MDF for krone with krone tool and punching tool
• Update the circuit inventory and vendor details for service provider to network voice team.
• Coordination with local vendor for ISP OEM channel partner and different team.