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Field Services Technician

  • Location: Alpharetta, Fulton, Georgia
  • Job Type:Contract

Posted 8 days ago

  • Expiry Date: 15 August 2021

​​About Our Client: Our Client is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions – underpinned by the world’s largest delivery network – Our Client works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With approximately 425,000 people serving clients in more than 120 countries, Our Client drives innovation to improve the way the world works and lives

Job Description:

 General Description:

  • As a member of end user support team, FS Onsite Service Engineers are primarily focused on customer experience to ensure all interactions result in a positive outcome-based service.

  • Deliver a service that exceeds customer expectations. Listen and understand the issue at hand.  Communicate with customers, colleagues and management using positive and clear concise language.  Ensure all commitments are agreed and adhered to with appointments and regular updates provided.  Deliver an excellent customer experience through strong understanding of the client site, environment, technology and culture.  As the main interface to the customer, the roles require ownership, leadership and liaison with key contacts in other resolver groups to ensure action is taken to resolve any issues.

  • Performs timely resolution of workstations, mobile hardware and software problems within SLAs through effective use of experience, knowledge and technical resources.  Self-motivated and able to act with limited support and supervision.

  • Follows all support processes and use of IT systems when required and document all actions and activities performed.  Conforms to key IT processes such as change control and asset management. Flexible for travelling to other sites for support on demand.

  • Ability to coach and monitor/support team of technicians and driving service improvement strategies in co-ordination with other support teams and Client stakeholders.

  • Minimum experience: 6 - 8 years of technical experience in Desktop and Technical Support/ IT Service Delivery.

  • Desired Qualifications: BS/BA in Computer Science, Information Technology, or an equivalent combination of education or experience.

  • A Technical Certification (Microsoft/HP/Dell), ITIL Certification, CompTIA A+, Microsoft Certified Professional (MCP) or better would be an added advantage on this role.

  • Has proficient experience to fulfill the role and demonstrate the attributes listed in the following tables.

Software:

Criteria:

 

Attributes:

Category

Skill Set

Operating Systems

Windows 7/8/8.1

Knowing the basic usage of this OS

In-Depth understanding of troubleshooting this OS

Windows 10

Knowing the basic usage of this OS

In-Depth understanding of troubleshooting this OS

MAC OS

Knowing the basic usage of this OS

In-Depth understanding of troubleshooting this OS

Applications

Web browsers

Usage of varied brands of browsers

Able to configure and diagnose issues within browsers

Microsoft Office (2010\2016\O365)

Usage of the different suites

How to troubleshoot\install\configure

OneDrive (OD4B)

Knowing the basic usage of the application

Able to configure and diagnose issues

Microsoft Teams

Knowing the basic usage of the application

Able to configure and diagnose issues

Skype\Lync (2013\2016)

Knowing the basic usage of the application

Able to configure and diagnose issues

SharePoint

Knowing the basic usage of the application

Service Now

Knowing the basic usage of the application

SCCM

Knowing the basic usage of the application

Remote Support Tool

Bomgar/LogMeIn

Knowing the basic usage of the application

Administration Tools

Active Directory Tools

In-Depth understanding of this toolset

Security Software

BitLocker (MBAM)

Basic product understanding

Ability to troubleshoot and support

zScaler

Basic product understanding

Ability to troubleshoot and support

Windows Defender

Basic product understanding

Ability to troubleshoot and support

McAfee

Basic product understanding

Ability to troubleshoot and support

 

Hardware:

Criteria:

 

Attributes:

Category

Skill Set

Hardware Support

Laptops and Desktops

Core understanding of Systems and Installations

How to configure and troubleshoot the hardware

Monitors

Basic product understanding

Docking Stations\Port Replicators

Basic product understanding

Printers

Basic product understanding

Mobile Devices

Mobile Phones

Usage of varied brands

How to configure and troubleshoot the device

Tablets

Usage of varied brands

How to configure and troubleshoot the device

Networking

TCPIP

Basic Understanding of Technology

VPN

Basic Understanding of Technology

Conference Rooms

Audio Visual Equipment

Basic Understanding of Technology

 

Communication:

 

Competences

Attributes

 

Customer Experience

Has experience in dealing with customers face to face

Able to listen and engage at customers level

Able to manage high pressure situations

Communication Verbal

Sufficient grasp of English

Sufficient grasp of regional language

Able to convey information adequately

Communication Written

Sufficient grasp of written English

Sufficient capability to read and understand regional language

Technical writing skills

Technical Comprehension

Able to understand technical data

Able to apply technical procedures

Analytical mindset able to breakdown problems and research solutions

Task Prioritization

Able to work independently

Able to organize daily workload

Able to recognize client priorities

 

Fundamental Skills:

Knowledge

Attributes

Hardware defects

Managing Replacement Equipment

Able to raise the repair call with the hardware vendor

Able to diagnosis a hardware fault, recording of the necessary data

Software defects

Carrying out on-site software Break Fix for all in scope End User Supported Equipment (desktops, laptops, their accessories)

Re-loading of the standard image (from server or other media)

Able to use and apply Service Management Tools and processes

IMAC/R

Install, Move, Add, Change and Remove of desktops and laptops

Continual and timely updating of IMAC/R request and problem tickets

Update the Asset Inventory and Management System in a timely manner

Remove, Redeployment and Disposal of Equipment

Removal of in-scope devices

Update and archive Asset records after retirement

Returned Equipment to be re-deployed in accordance with the refresh policies

Stock Management

Track and report physical stock levels of Assets on Sites

Effectively re-deploy and re-use Equipment

Conduct regular inventory reconciliations

BYOD Support

Limited Level 2 Incident support relating to the BYOD, also referred to as the host device

Provide limited, hands-on support for BYOD equipment to resolve an Incident

Ensure BYOD user has the necessary access rights

Health and Safety

Conduct HSSE audits and walkthroughs

Near Miss Reporting and safety observations

Manage site specific HSSE inductions and safety training

Service Focus

Understands the overall key measurements agreed between FS vendor and Client businesses

Escalates before it is too late and prioritizes effectively by obtaining relevant information

Diagnoses and resolves issues\problems in a timely manner showing tenacity and awareness of service impact to the customer

Process Knowledge

Understands the overall key processes agreed between FS vendor and Client businesses

Ability to implement and adhere to processes in all environments

Intuitively uses the accumulated knowledge to execute problem resolutions

Teamwork

Contributes to the wider team by creating effective working relationships with both internal and external client teams

Contributes by knowledge sharing with team members to expand the skill set available to the entire team.

Cooperative mindset towards the team achieving the service goals

Responsibilities:

  • Provide customer facing end-user support that includes:

  • Break-fix support for Laptop, desktop, tablets and associated hardware peripherals

  • IMAC support including large scale/bulk office moves/re-stack activities (all moves)

  • Support for Operating System, base load software, MS Office suite and other business application

  • Support for the Imaging devices (print/scan/copy/fax) that includes printers and MFDs

  • Access related issues with smart card, password and security, application configuration and troubleshooting, and general inquiries

  • Support for the Mobility devices (Android/iOS/iPhone/iPads)

  • VIP and home-based office user support

  • Imaging/Re-imaging end user systems on approved tickets

  • Supporting End User Device Lifecycle Management as per Client policies and procedures

  • Coordinate with vendors for provision of end-user support (e.g. Hardware Vendor technicians for warranty repair/replacement)

  • Perform managed print service invoicing/meter read/polling report verification

  • Perform end-user support related security and controls and compliance related tasks such as access reviews, risk assessments, controls verifications, facility inspections, maintenance of verification logs

  • Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance and upgrades.

  • Manage device information from the point of acquisition through retirement and disposal. Provide operational oversight to ensure the proper maintenance of asset information, utilization of devices, replacement/refresh according to customer lifecycle, asset health and operational quality. Perform audits of hardware assets according to standard operating procedures.

  • Maintain asset management tools that support automatic discovery (such as SCCM), facilitate effective deployment, re-use of assets, and provide a common view of information.

  • Perform required disposal process prior to asset disposal as per customer policy. Including transfer of ownership signatures at transfer.

  • Provide IT support for on-site or off-site events and meetings including site setup, coordination with venue IT/AV contacts and stand-by support

  • Provide IT support for disaster recovery and emergency response activities in the event of emergency situations at local sites.

  • Provide On-call support if required outside business hours on a rotational basis

  • Provide technical orientation and training for new Client employees on existing systems and software

  • Must be able to manually lift up to thirty (30) pounds when moving and repositioning personal computers and ancillary equipment.                            

  • Provide accurate and timely logging of customer incidents and tasks to meet agreed upon service levels.            

  • Provide weekly reports as requested by Customer                                       

  • Implement best practices in the stores to resolve issues                                                                         

  • Maintain appropriate equipment sparing requirements and spares inventory levels to meet SLRs for the Desk Side Technical Support Services

  • Participate in team projects as requested.          

  • Support End-User data backup, storage and recovery Services for all End-Users

  • Coordinate with End-User or other site staff to schedule on-site technical support visit in response to an Incident or IT Service Request, including security remediation services.

  • Provide Smart Hands and Eyes Support - for servers, network and security devices in site locations, as per Client policies and procedures.  

  • Provide basic AV and conference room setup service, troubleshooting and meeting support during business hours and as requested. Provide local support to ensure the successful broadcast of BMS-TV events or virtual meetings

  • Coordinate meeting / event management. Support includes but is not limited to participating in videoconference set up periods to ensure successful connection and customer support, setting up / connecting conferencing hardware (e.g. - laptops, projectors) to support the effective use of conference technologies. Organize appropriate local resources (e.g. - Facilities, BIT) to ensure successful delivery of event expectations.            

  • Manage and inventory LAN patch cables and escalate to customer at sites when inventory levels need to be replenished. Coordinate port activations and deactivations.

  • Provide concierge services as required by local staffing, including:

  • Providing friendly and professional meet and greet and managing customer interaction during their entire experience at the ITSC

  • Setting customer expectation ahead of possible allocation of case to ITSC agent if required

  • Supporting customers on issues with Peripherals, and BYOD devices

  • Provide information on IT/Client products and services

  • Windows operating system Support (including but not limited to Windows 7, Windows 10 and Mac)

  • Software installation/troubleshooting

  • Mobile Device Management and Mobile Application Management

  • Support for Wireless connectivity, resolving performance issues, providing device connectivity and “value add” consultation for short “how to questions”.

  • Provide refresh support per customer established refresh schedule and as indicated by proactive management tools for supported End User Digital Asset volumes until End User Digital Asset are direct shipped to the end user.

  • Support device life cycle activities, per established procedure, by securely storing any devices which contain BMS data and by wiping user data from returned devices once user confirmation has been received. 

About ASK: ASK Consulting is an award-winning technology and professional services recruiting firm servicing Fortune 500 organizations nationally. With 5 nationwide offices, two global delivery centers, and employees in 42 states-ASK Consulting connects people with amazing opportunities

ASK Consulting is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all associates.