Field Service Analyst

Role Summary

This position assists customers, end users at onsite or remote locations and operating staff with technical support of desktop computers, applications, and related technology. Interaction with multiple levels of end users, managers, VIPs and local technical staff is required. Activities require interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems. A good understanding of general IT services is required. “Smart Hands” services and cooperation with subject matter experts to provide support of Networking Equipment, Servers, Telecoms and other IT related equipment.

Primary Responsibilities:

· Proven work experience as a Desktop Support Engineer or Field services Technical Support Engineer

· To resolve incidents and upgrade different types of software and hardware. Installation of new hardware for customers, such as new monitors, docking stations, or keyboards. May also include diagnoses and resolving software and hardware incidents, including operating systems (Windows 10/11) and across a range of software applications on the client machine (Office 365 applications and Teams, etc.).

· Must possess the proven ability to install and configure new IT equipment, perform PC Refresh, deploy new hire installs of equipment, PC moves, retirement and pickup of devices set for retirement. Wipe drives with proper tool before disposal.

· Addressing user’s tickets regarding hardware, software, and networking

· Local and Remote support of end user devices including, but not limited to: troubleshooting, repair, maintenance, upgrade recommendations / installations, configuration/setup, incident analysis and resolution, basic connectivity support (wired and wireless), PDA and Smartphone support, printer (MFD) support and peripheral management.

· Performing end user device imaging, deployment, installation, and collection; along with the moving of any equipment from one location to another, while adhering to customer standards.

· Performing end user software installation, configuration, procurement, support, and troubleshooting on end user devices.

· Taking end to end ownership of assigned end user Incidents and Requests, while categorizing, tracking, prioritizing and providing up-to-date status and information to them while utilizing ITSM ticketing tools such as Service Now, Remedy, Client Service Manager, or client Service.

· As onsite ‘Smart Hands’ support, will be asked to perform training and orientation on use of Hardware and Software, along with coordination of onsite tasks from other off-site technical teams. Will also need to support VIP level end users, as needed.

· Assisting with Hardware/Software asset inventory Management, including hardware disposals.

· Support In-country/site PBX networks and PSTN interfaces.

· Assisting with special projects.

· Performing other duties as assigned.

Desired Skills and Experience

Core competencies, knowledge, and experience:

· At least 3 years hands on experience in Field Support Services.

· Strong customer service skills

· Strong written and verbal communication skills

· Must be detail oriented and self-motivating

· Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management levels

· Clients: Windows 10, Windows7, Windows XP, IOS

· Servers: Windows 2003, Windows 2008, Windows 2013

· Strong Microsoft Office skills (Outlook, Word, and Excel)

· Strong Microsoft operating System installation and troubleshooting skills

· Strong Break / Fix skills Desktops, Workstations, Notebooks and Printers

· Basic knowledge to support Mac and iOS devices

· Knowledge to support Multifunctional Devices, Smartphones, PDA’s, iPhone’s, iPad’s & BYOD

· Experience in IT related services with basic understanding of Networks, Client Servers and Telecoms

· Ability to successfully pass a background security check

· Experience including remote control of PCs and video conferencing knowledge

· Rotational On-call for executive support

Technical / professional qualifications:

· High school degree or GED required. Bachelor’s degree preferred.

· Microsoft certifications

Business & Behavioural Skills

· Strong interpersonal skills and ability to translate IT technical language into everyday terms which users can understand, specifically non-technical senior management

· Ability to interact with customers to ensure that the service is flexible, efficient and responsive

· To work through issues analytically to a successful conclusion

· Demonstrable results in a business customer facing role, with a track record of delivering services to defined service levels.

· Experience of working with multi-discipline teams in distributed locations.

· Experience of working in an Operational environment alongside other technical and operational teams, ensuring that all parties collaborate effectively to deliver services.

· Use of ITIL service management framework to deliver best practice

· Proven ability to deliver improvements that deliver greater value to the customer and business through more efficient delivery and/or lower costs.

· Self-motivated. Ability to learn new technologies on own.

· Strong technical aptitude and ability to research and solve complex issues independently

· Ability to work as part of a team.

· Ability to participate and contribute during crisis times, assist team members/leads, as needed.

· Show adaptability and flexibility in work to suit business requirements. Be flexible with respect to work requirements and timings of shifts based on business requirements.

· Demonstrate ownership and responsibility in all assignments

· Build and nurture positive working relationship with customers with the intention to exceed their Expectations.

Physical demands:

· Must be able to frequently remain in a stationary/sitting position.

· The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc.

· Frequently moves/lifts computer equipment weighing up to 50 pounds.

· Able to manipulate small hand tools.

Work environment:

· Generally works in an office or warehouse environment but may occasionally be required to perform job duties

Job type: Contract Division: eTeam Workforce Limited Reference: 24-00144