Field Desktop Support Engineer
Field Desktop Support Engineer
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Job Description
Overview
NSC Global is currently looking for aField Support Engineerto join our growing company.
NSC Global provides global network implementation and support solutions to world-class organizations delivering cost savings and operational simplicity. Our goal is to partner with world-class enterprises helping them become more agile create commercial advantage and build quality through design deployment support and management of their global IT communications. NSC Global is a US Cisco Global Gold Certified Partner with a corporate headquarters in London UK and a US headquarters in New York review our website at more information on our organization.
POSITION: Field Support Engineer
JOB TYPE: Direct Hire (W2) with NSC Global
START DATE: IMMEDIATELY
Responsibilities
THIS POSITION REQUIRES SITE TRAVEL
Provide repair on standard Laptop and Desktop (Dell)(Panasonic)
Provide Troubleshooting and repair of IOS devices (Apple)
Provide the repair and reimage of field Devices
Stock a working inventory for break/fix swap-outs
Provide vehicle mounting services including installation work and incremental expansions of vehicles concerning field-based equipment
Consult with the applicable third-party supplier and update the vehicle kits electronics and power components to reflect retired models and their replacements
Provide lifecycle management of services on the code blue Devices field support installations
Provide lifecycle management of services on the AVLS (Modem) Devices configurations and testing for field support installations
Provide the necessary testing process to ensure the new model operates with the field application as needed and provide findings confidentially as related to AVLS (GPS Locations) and Drive-Cam videos and photos
Provide the modem activation and deactivation
Service Recipients and Services
Take reasonable care over specialized tools to ensure they are not lost stolen or broken
Update the ticket with the asset management data as appropriate.
Update and close the ticket.
Qualifications
Must have a minimum of 5 years of experience in a Field Support position preferably supporting multiple site locations. This position requires the incumbent to use their vehicle to travel between sites. Fuel costs will be reimbursed by the company.
Must have a relevant IT qualification.
Must be ready and willing to commit to continuous education certification and self-improvement.
Skill/Ability Knowledge:
- Able to work at a high level independently utilizing other resources with good judgment
- Able to demonstrate high initiative and ownership of issues
- Able to make customers feel great about their support experience regardless of the outcome via high level polished customer and relationship management skills
- Must have strong leadership skills and a willingness and ability to work through tough situations and solve challenging problems
- Extraordinary written verbal and interpersonal skills are also a must
- Must be ready and willing to commit to continuous education certification and self-improvement
- Must be able to act as a leader and set the example both technically as well as with all other employee responsibilities within his/her team
- Install upgrade support and troubleshoot XP Windows 7 and Microsoft Office Apple Mac iPad iPhone and any other authorized desktop applications
- Customize desktop hardware to meet user specifications and site standards
- Responsible for monitoring operating managing troubleshooting and restoring to service any terminal service client personal computers (PC) or notebooks that has authorized access to the network
- When the restoration is beyond the scope of the computers laptops printers and any other authorized peripheral equipment the Desktop Support Engineers will escalate the issue/problem to proper tier 3 support team member
- Develop trends by monitoring and analyzing incoming calls problems and support requests
- Provide user data and application recovery
- Use diagnostic tools to troubleshoot problems associated with network connectivity and workstation hardware/software
- Use tools and methodologies to load copy and customize operating system configurations for deployment
- Responsible for tracking hardware and software inventory
- Familiarize end users on basic software hardware and peripheral device operation
- Take ownership and responsibility of queries issues and problems assigned to the Desktop Support Engineers
- Works with vendor support contacts to resolve technical issues within the desktop environment
- Works with other IT team members regarding new branch builds and upgrades
- Dealing with queries by following departmental procedures for fault resolution
- Operates within enforces and suggests modifications and additions to desktop standards and guidelines
- Maintains IT records and tracking for area of responsibility
- 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
Soft Skills:
- Thought Process: Able to understand technical concepts and can develop ways to help others learn. Ability to solve complex problems with innovative solutions. Ability to manage multiple priorities. Ability to quickly and proactively gain an understanding of the clients business problems and deliver solutions and recommendations to solve.
- Interpersonal: Excellent customer service technical organizational and communication skills -- in person and on the phone; effective listening and team orientation. Able to persuade influence and negotiate with staff and vendors in critical situations. Able to motivate others and work cooperatively in a group to achieve common goals.
- Physical: Able to sit at a desk and grasp writing instruments. Able to manipulate fingers to perform keyboard strokes on a computer. Mobile between buildings. Must also be able to lift 40lbs without issue and move it from under a desk to a cart and vice versa.
Employment Type
Full-Time
