Desk Side Support / Field Service Engineer

Smart IT Frame LLC
Published
July 31, 2020
Location
San Antonio, TX
Category
Job Type

Description

Desk Side Support / Field Service Engineer

San Antonio, TX

Contract to hire


Job Description:
Field Service Deskside engineers provide Level 2 support for the desktop environment including responsibility for deployment of Desktop/Laptop and when applicable physical server/network equipment installation, configuration, application installation, troubleshooting, incident and request handling


Responsibilities:

  • Provide Level 2 technical assistance and support, and resolve problems related to the use of computer hardware and software for end users. 
  • Analyze, resolve, respond to, and document end user inquiries
  • Install desktop/Laptop software using approved tools
  • Troubleshoot operating system
  • Troubleshoot connection issues with LAN/WAN
  • Update tickets with accurate and timely records of work performed, and resolution detail
  • Maintain and contribute to a knowledge base
  • Coordinate hardware warranty repair
  • Escalate to 3rd party vendors when necessary
  • Responsible for raising and coordinating problem management issues
  • Perform additional tasks (end user/infra related) when required
  • Participate in projects 
  • Strong understanding and skills in SLA, KPI Management 

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