Field Support

Responsibilities:Provide high level of customer serviceProvide phone and deskside support to end users across the siteUtilize the ITSM ticket tracking system to categorize, prioritize and escalate issues as necessaryTake ownership of issue\request through resolution or escalationAnalyze hardware and software problems, perform trouble shooting per approved procedures, identify alternative solutions and take appropriate corrective actionPerform hardware and software setup, configuration, and testing per current standards and approved procedures Help create and maintain system support documentationMaintain excellent ticket hygiene (SLA management of tickets and tasks) in ticketing toolEnsure that work is carried out within agreed Service Levels. (SLA's)Client on-boarding, transfers, and off-boarding effortsMaintain high level of accuracy of AMDBAvailability during weekend and after hours as per rotational rosterFinish Projects (asset refresh etc.) in a timely mannerWork on IMACDs and off hours move requestsExperience with asset management systemKnowledge of data wiping tools.Work with the team lead to make the team lead successful and be a great team playerShow urgency in executing requests for C - suite users and provide exceptional serviceAnalyze, troubleshoot, repair and testing of equipment (Laptop, Desktop, Mobile devices, iMac, iPad, etc.)Understanding imaging areas, capabilities, etc. and stock rooms in depot. Inventory info gathering and management .Knowledge about Capex and approval processes.Well versed with process for

Device shipmentDevice receivingDecommissioned device management

Create test matrices, and test plans, system level and host interface testing, hardware problem isolation.At least 2+ years of experience in Microsoft Windows and network troubleshooting, web based application support, and familiarity with the entire Microsoft end user suite of productsStrong interpersonal skills and thoughtful and effective communicatorExcellent analytical and problem-solving skillsExcellent time management and organization skillsLogistics experience.Strong written and oral communication skillsStrong experience and understanding of Office\O365 Experienced in working with Service-Now platform preferred but not necessaryWorking knowledge/experience with PC Imaging Tools.Working knowledge/experience with diagnosis and remote-control tools.