Job description:

Deskside Services, FSO command centerROLE AND RESPONSIBILITIESField Services operations provides onsite support for the installation, troubleshooting and maintenance of onsite IT systems that cannot be done remotely. FSO works onsite to resolve issues where either a physical presence, advance technical skills or local knowledge is needed to complete the task. Roles and responsibilities include, but are not limited to: Queue Management Work within established Service Level Agreements (SLA) to ensure a timely response to support issues. Follow established escalation process if needed. Record all events/problems and their resolution in SNOW, including proper documentation and updates. Collaborate in the FSO knowledge repository. Assist in Hardware asset management. Install/reinstall image, rebuild laptops/desktops. Install, configure and/or update authorized software or firmware as per authorized standards Warranty support for desktop and laptops. Follow company protocol in the disposal management. Diagnose and resolve incidents and problems with equipment and software. Smart hands and feet support for network, servers or other site-specific hardware or software. To include racking and assembling hardware as directed. Managing 3rd party onsite vendors on behalf of customer to ensure work is being completed correctly such as cabling or printer repair. Assist in the technology refresh process and in-flight projects. Assist in Crisis response activities. Willingness to learn and support new technology. Assist with hand-on training of new hires. Follow company logical and physical security protocol, to minimize risk to customer and company. Follow authorized workflow. Provide VIP/Executive support as outlines by customer. And other authorized task that fall within the work scope.REQUIRED KNOWLEDGE AND ABILITIES: 2+ years of experience in a help desk/deskside role, 2 years of Windows 10 experience, MSOffice. Flexible work schedule to include weekends and overtime as required. Experience troubleshooting PC hardware and software (MAC knowledge a plus). Experience with Active Directory and SCCM. Basic networking experience. Ability to multitask and work in a fast pace work environment, Excellent organization skills and attention to details, Ability and willingness to work in a collaborative team environment, Ability and willingness to learn new technology and software. Ability to lift 50 lbs. Ability to operate or learn to operate scissor lifts and boom trucks to access elevated network equipment. Excellent customer service skills.

• To provide support for on call escalations and doing root cause analysis of given issue
• To 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 & management, Training freshers, coaching analysts
• To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases