Field Services Technician/Engineer

Published
August 27, 2020
Location
San Antonio, TX
Category
Job Type

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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