IT Field Support Engineer

We are looking for a capable resource to coordinate activities ranging from simple tasks to more complex plans. This role will provide onsite/ on-call assistance to end-users within the organization’s desktop computing environment in a timely and accurate fashion to ensure optimal service delivery.

Roles and Responsibilities:

• Provide first/second level contact and problem resolution for customer issues.
• Answer client questions in a professional manner
• Accept and deliver all service calls assigned within the established service level agreement for each client
• Meet established customer service satisfaction criteria as outlined in established guidelines and policies
• Install, upgrade, support, and troubleshoot XP, Windows 7, Windows 8.1, Windows 10, Microsoft Office 2010, Cisco Jabber, and other authorized desktop applications.
• Complete real-time reporting of all calls as documented in established policies and guidelines
• Follow various established policies, guidelines, and documents relative to the successful delivery of service for each client
• Ensure control of assets and inventory through the prompt turnaround of parts and equipment as required by client service agreements
• Provide timely communication on issue status and resolution.
• Understand all Safety policies and guidelines and work within the guidelines of policies daily
• Maintain ticket updates for all reported incidents.
• Break-fix, fault diagnosis and resolution
• Additional requirements may exist if the offer of employment is extended
• Proven analytical, troubleshooting and problem-solving skills

• Windows 7 & 10, MS Office 2010/2013/2016/365
• Ability to communicate regarding technical issues with clients
• Ability to drive to client locations
• Performs general preventive maintenance tasks on computers, laptops, and printers
• Performs remedial repairs on Desktops, laptops, printers, and any other authorized peripheral equipment.
• Ability to lift and/or move various computer equipment up to 50 lbs.
• Must be able to pass annual criminal and motor vehicle background checks
• Ability to pass agility test at hire or at time of internal transfer and every 3 years thereafter
• Broad experience in IT with basic understanding of Networks, Servers, Audio/Visual, Smart Devices, and Telecoms.

In-depth knowledge of:

• Windows OS (e.g. XP, Vista, Windows 7, 10)
• Microsoft Office applications
• Active Directory
• Performs remedial repairs on Desktops, laptops, printers, and any other authorized peripheral equipment.
• Install, upgrade, support, and troubleshoot printers and computer hardware.
• Mobile device management, including IOS and Android devices
• Mac operating system to support Apple pc users.
• Use diagnostic tools to troubleshoot problems associated with network connectivity and workstation hardware/software.
• Willing to work off-hours and weekends when required for projects or emergency support., * Bachelor of Engineering - Computer Science, Bachelor of Technology - Computer Science, Master of Computer Application
• CompTIA A+, Microsoft Certified Professional (MCP) or better.

Requisite

• 1-2 years of relevant experience.
• Ready to travel 60-700 Miles as per the requirement.
• Having Tools and Cables like: Windows Laptop, LAN Cable, Console cable, Screwdriver Toolkit, and Basic IT troubleshooting skills

Perk & Benefits

• Flexible Work Arrangement (Rostering System)
• Experience an array of different IT projects/work cases
• Be your Own Boss! (Take IT requests/work cases of your own choosing)