Apptad - FSO Technical Support

Waltham, MA - USA

Monthly Salary: Not Disclosed

Posted on: 19-09-2025

Vacancies: 1 Vacancy

Job Summary

Job Title: FSO Technical Support
Location: Waltham MA 02451
Mode : Contract (6 Months)

Exp 2- 5 years of experience
AV Experience Preferred
You will be required to provide Deskside / OSS / FSO technical support to Desktop PCs Laptops Tablets Smart Phones Desk telephony AV equipment Comms room devices/activities desk cabling Software installation and troubleshooting and any other related technology.
Providing a high level of customer satisfaction and extremely strong communicator in both verbal and written communicate in the local language.
Support includes specification installation and testing of computer systems and peripherals within established standards and guidelines. Activities require interaction with application software and operating systems to diagnose and resolve unique non-recurring problems.
Work self-sufficiently to perform fault diagnostics delivery user requirements while maintaining standards and SLAs.

Supervisory Skills Required
Must ensure the team successfully work towards achieving all goals such as SLAs OLAs & DSAT/CSAT
Financial management of the area must be of the forefront of thinking for all decisions and activities along side the KPIs
Consistent monitoring of the teams attendance in accordance with contractual requirements for holidays seasonal coverage ensuring the operational service is maintained fully
Deliver Managed Services for the client
Build and manage various on-site/off-site teams and direct all related People/ Process and Technology Competencies
Formalize internal process to ramp-up expertise of resources
Prepare reports on Monthly / Weekly / Daily basis to show productivity improvements and efficiencies
Manage Service Improvement activities as and when required
Handle Escalation through to successful resolve
Accurately testing identifying preparing repairing resolving and documenting end user technical issues relating to Desktop support. Devices include but not limited to Desktop PC Micro PC Thin Client Laptop Tablet Smartphone Printers MFDs and basic network connectivity
Hands on role expected to provide 2nd line IT support to the business community ensuring that all requirements are met within agreed service level agreement
To provide infrastructure administration functions
Providing on-site cover as part of a shift arrangement
Support inline with contracted business working hours
Provide site support in remote offices when required
Being prepared to work out of hours when required
Troubleshooting and resolving software issues; reimaging computers/hard drives Backing up and restoring settings and associated systems administration activities
Taking ownership of issues through to resolution on all appropriate requests
Categorize and prioritize end user support requests and service requests by utilizing a Customer ticketing system to track tickets and provide up-to-date status and information
Ensuring regular customer interaction to adhere with update SLAs and high levels of customer service
Providing daily ticket updates to ensure users are fully updated on updates
Move equipment associated with service requests inline with health and safety guidelines
Monitoring and mentoring team health and safety practices
Performing asset inventory activities as needed
End user training and guidance on the use of hardware and software
This position requires the ability to work in a BAU and / or project-based environment requiring flexibility and teamwork
Performs other duties as assigned

Skills Required
Capable of installing removing maintaining monitoring and inventorying vehicle technology.
Must possess a diverse skill set that enables them to address a wide range of issues independently.
Meet all Service Levels specified and be able to support and meet the requirements specified in the relevant Job Profile and/or their Contingent Persons Assignment.
Capable of troubleshooting issues with an end-user device including all hardware operating system driver or client application challenges.
Capable of deploying or redeploying required OS images and builds (as well as future images/builds) on compatible legacy hardware (Example: Win10 Win7 etc.).
Capable of virtual desktop activities such as capacity planning monitoring provisioning image maintenance persistent and nonpersistent multisession tuning and management cost optimization incident management coordination with business owners.
Capable of ensuring device health is monitored reported and remediated (DEX).
Capable of maintaining OS currency using established processes leveraging Service Rings.
Capable of performing Routine Technology Health Checks and capable of providing in-person services for items in the relevant service catalogue.
Capable of performing semi-annual tests required remediation and validation reports for the Code Blue emergency safety feature installed in vehicles according to the Customers testing procedures provided to Supplier.
24x7 availability to be provided for the duration of the Major Incident.
Capable of offering remote and on-site technical services (proactive and reactive) Smart Hands to the Customer and its associates.
Capable of mobile devices support such as: Persona management application access device enrolment OS maintenance and Device Firmware Updates (DFU).
Possess the skills qualifications and experience necessary to perform the Contingent Persons Assignment Work to high professional standards.
Have as a minimum the skill proficiency level qualifications and experience outlined in the relevant Job Profile in the core skills for that Job Profile.
Maintain current versions of the technical certifications listed for the relevant Job Profile and stay current with technology updates relevant to that Job Profile
Will have the Skills qualifications and experience necessary to perform the Assignment Work to high professional standards which are at least industry standard professional levels in accordance with the relevant Job Profile requirements and the defined Skills
digital-first and AI enabled resolution strategy through multiple operational strategies at Customer locations with potential visits to other office locations.
Event Support: Audio and Video Readiness Event Planning Communications
VIP/Exec level support capability.
Onsite and Field IT Operations: Vehicle Technologies Smart Hands Legacy Technologies Storm Recovery Operations.
IT Software/Hardware Asset Management.
Issuing and acting on IT Incident and Request tickets that require higher trained individuals including advanced software hardware and server related etc.

Main Responsibilities include:
Accurately testing identifying preparing repairing resolving and documenting end user technical issues relating to Desktop support. Devices include but not limited to Desktop PC Micro PC Thin Client Laptop Tablet Smartphone Desk equipment Cabling Comms patching Printers MFDs and basic network connectivity.
Hands on role expected to provide 2nd line IT support to the business community ensuring that all requirements are met within agreed service level agreement
Customer ticketing is worked upon to ensure the timely delivery of service along with regular professions users facing updates
To provide infrastructure administration functions
Providing on-site cover as part of a shift arrangement
Support inline with contracted business working hours
Provide site support in remote offices when required
Troubleshooting and resolving software issues; OS Imaging/reimaging and associated systems administration activities
Taking ownership of issues through to resolution on all appropriate requests
Categorize and prioritize end user support requests and service requests by utilizing a Customer ticketing system to track tickets and provide up-to-date status and information
Ensuring regular customer interaction to adhere with update SLAs and high levels of customer service
Providing daily ticket updates to ensure users are fully updated on updates
Move equipment associated with service requests inline with health and safety guidelines
Performing asset inventory activities as needed
End user training and guidance on the use of hardware and software
Recommends and / or performs upgrades to end user devices
This position requires the ability to work in a BAU and / or project-based environment requiring flexibility and teamwork
Performs other duties as assigned

Technical Skills:
Excellent skills in user IT infrastructure Desktops Laptops Printers Handhelds Smartphone etc.
Strong technical skills in Microsoft Windows 11 (including legacy versions) Office 365 Teams Google Service Now and other well-known applications
Administration experience of Azure Intune MS Active Directory users & groups policies and management concepts
Effective communication in English and/or local language
Basic known workings of LAN technologies and hardware
Ability to support technically video conferencing equipment

Job Title: FSO Technical Support Location: Waltham MA 02451 Mode : Contract (6 Months) Exp 2- 5 years of experience AV Experience Preferred You will be required to provide Deskside / OSS / FSO technical support to Desktop PCs Laptops Tablets Smart Phones Desk telephony AV equipment Comms room ...

Job Title: FSO Technical Support
Location: Waltham MA 02451
Mode : Contract (6 Months)