Desktop EUC Technical Support Level 1

Minimum Experience: 1-3 Years of Field Services Technician

As an Onsite Support Technician, I have experience in service delivery and end-user hardware and software configuration troubleshooting, providing quality services to the end users, which include the following key roles and responsibilities, but is not limited to:

Provide customer-facing end-user support that includes:

·       Install and configure desktops, laptops, mobile devices, and associated peripherals and related software.

·       Perform Break Fix, Desk Side Support, IMACD’s, Data Migration, Refreshes, etc.

·       Perform onsite updates, Configuration changes, or software installations.

·       Provide onsite technical assistance to end users.

·       Identifies potential issues that could adversely impact End User experience and follows through on action steps to prevent them.

·       Manage the ticket queue and ensure tickets are resolved and closed within the defined service level agreement. Respond to end-user requests for updates on ticket status and promptly follow up as needed.

·       Coordinate with vendors for provision of end-user support (e.g., hardware vendor technicians for warranty repair/replacement)

·       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.

·       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 immediate response in the event of emergency situations at local sites.

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

·       Provide Hand and Feet support for network data and voice devices

 

FSO Telecom task:

·       Installation of IP, wireless, analog, and Digital phones (Avaya , Nortel, Cisco, Siemens, Mitel etc.)

·       Configuration of phones using SOP and phones' movement.

·       Update the inventory of phones, peripherals, and system cards (like TDM, digital and CPU cards etc.) to network voice team.

·       Testing the cables using the tester for IP phone and TDM phones from patch panel to user’s desk

·       Punching the cable for different type of panels, like patch panel or IDF or MDF for krone with krone tool and punching tool

·       Update the circuit inventory and vendor details for the service provider to the network voice team.

·       Coordination with local vendor for ISP, OEM, channel Supplier and different teams

Desired Qualifications:

·       BS/BA in Computer Science, Information systems, or an equivalent combination of education or

Experience:

·       Experience with various desktop systems, operating systems, and diverse technical environments.

·       Excellent customer service orientation and verbal communication skills.

·       Experience supporting Windows operating systems, MS Office, VPN, local and network printing, notebooks, and mobile devices.

·       Ability to install software for and troubleshoot a wide range of applications.

·       Analytical thinking and problem-solving ability.

·       CompTIA A+ certification or equivalent certification

·       Flexible for travelling to remote sites or clusters

·       Provide assistance for network-related issues

·       Should be able to lift weight up to 30 lbs at waist level

·       Update the inventory of phones, peripherals, and system cards( like TDM, digital and CPU cards etc.) to network voice team.

·       Testing the cables using the tester for IP phone and TDM phones from patch panel to user’s desk

·       Punching the cable for different type of panels, like patch panel or IDF or MDF for krone with krone tool and punching tool

·       Update the circuit inventory and vendor details for the service provider to network voice team.