Field Service Analyst

SITE SERVICES TECHNICIAN L1: 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.

Minimum experience : 5 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/Client/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 CLIENT-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 CLIENT data and by wiping user data from returned devices once user confirmation has been received.

Job type: Contract Experience level: 4 Years Division: eTeam Workforce Limited Reference: 21-03189