Job description:

Job Summary:
We are seeking a skilled and motivated Field Services Engineer with 2 to 4 years of experience in Windows 10/11 imaging and support. The ideal candidate will have hands-on experience with ServiceNow, strong desktop and laptop hardware troubleshooting skills, and a proven track record of providing face-to-face support to end users.
Key Responsibilities:
Windows Imaging and Support: Perform imaging, deployment, and support for Windows 10/11 operating systems.
ServiceNow: Utilize ServiceNow for incident management, service requests, and change management.
Hardware Troubleshooting: Diagnose and repair desktop and laptop hardware issues, including component replacements and upgrades.
End User Support: Provide on-site and remote technical support to end users, ensuring timely resolution of issues.
Customer Service: Deliver exceptional customer service and maintain a high level of professionalism in all interactions.
Documentation: Maintain accurate records of support activities, including incident reports and service documentation.
Training and Guidance: Assist in training end users on hardware and software usage and best practices.
Qualifications:
Experience: 2-4 years of experience in Windows 10/11 imaging and support.
ServiceNow: Proficiency in using ServiceNow for IT service management.
Technical Skills: Strong knowledge of desktop and laptop hardware troubleshooting and repair.
Customer Interaction: Experience in providing face-to-face support to end users.
Communication: Excellent verbal and written communication skills.
Problem-Solving: Strong analytical and problem-solving abilities.
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Office Location:5750 Harper rd. Solon, Ohio 44139

• To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies.
• To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions / Reopen Cases.
• To maintain high login Efficiency (Availability) for customers.
• To provide level 1 remote desktop support to resolve tickets /provide hardware / software / network problem diagnosis / resolution via telephone/email/chat within agreed SLA of ticket volume and time.
• To update worklogs and follow shift/ escalation process to escalate complex problem to appropriate support specialists/route problems to 2nd and 3rd level IT support staff as the case be.
• Work on value adding activities such Knowledge base update & self development.