Desktop Support

Minimum Experience: 1-3 Years of Field Services Technician

As an on-site Support Technician, I have experience in service delivery and end-user hardware and software configuration troubleshooting, providing quality services to end users, which includes the following key roles and responsibilities:

1. Provide customer-facing end-user support that includes:
2. Install and configure desktops, laptops, mobile devices, and associated peripherals and related software.
3. Perform break-fix, desk-side support, IMACD’s, data migration, refreshes, etc.
4. Perform onsite updates, configuration changes, or software installations.
5. Provide onsite technical assistance to end users.
6. Identify potential issues that could adversely impact end-user experience and follow through on action steps to prevent.
7. 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.
8. Coordinate with vendors for provision of end-user support (e.g., hardware vendor technicians for warranty repair/replacement).
9. 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.
10. Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance, and upgrades.
11. 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.
12. Provide IT support for disaster recovery and immediate response in the event of emergency situations at local sites.
13. Provide on-call support if required outside business hours on a rotational basis.
14. Provide hand and feet support for network data and voice devices.

FSO Telecom Tasks:

1. Installation of IP, wireless, analog, and digital phones (Avaya, Nortel, Cisco, Siemens, Mitel, etc.).
2. Configuration of phones using SOP and phone movement.
3. Update the inventory of phones, peripherals, and system cards (like TDM, digital, and CPU cards, etc.) to the network voice team.
4. Testing the cables using the tester for IP phone and TDM phones from patch panel to user’s desk.
5. Punching the cable for different types of panels like patch panel or IDF or MDF for krone with krone tool and punching tool.
6. Update the circuit inventory and vendor details for service provider to the network voice team.
7. Coordination with local vendor for ISP, OEM, channel supplier, and different teams.

Desired Qualifications:

1. BS/BA in Computer Science, Information Systems, or an equivalent combination of education.
2. Experience with various desktop systems, operating systems, and diverse technical environments.
3. Excellent customer service orientation and verbal communication skills.
4. Experience supporting Windows Operating Systems, MS Office, VPN, local and network printing, notebooks, and mobile devices.
5. Ability to install software for and troubleshoot a wide range of applications.
6. Analytical thinking and problem-solving ability.
7. CompTIA A+ certification or equivalent certification.
8. Flexible for traveling to remote sites or clusters.
9. Provide assistance for network-related issues.
10. Should be able to lift weight up to 30 lbs at waist level.

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