Deskside Engineer- $27.00/hr on W2 + Benefits

Iron Systems, Inc; Somerville (MA); On-site; USD 42,000 - 65,000; Full time

Job summary

Iron Systems, Inc. in Somerville, MA is seeking an Onsite Support Technician to install and configure desktops, laptops, and mobile devices, and to provide hands-on end-user support at local sites.

The role includes troubleshooting software, handling tickets, and coordinating with vendors for warranty repairs. The candidate should have 1–3 years of field services experience, strong customer service skills, and CompTIA A+ certification.

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.
• CompTIA A+ certification or equivalent certification.
• Flexible for traveling to remote sites or clusters.
• Provide assistance for network-related issues.
• Should be able to lift weight up to 30 lbs at waist level.

Responsibilities

• Install and configure desktops, laptops, mobile devices, and peripherals.
• Perform onsite updates, configuration changes, or software installations.
• Provide onsite technical assistance to end users.
• Identify potential issues that could affect End User experience and take action to prevent them.
• Manage the ticket queue and ensure tickets are resolved and closed within the defined SLA.
• Coordinate with vendors for warranty repair/replacement for end-user devices.
• Provide IT support for on-site or off-site events and meetings.
• Support disaster recovery and incident response at local sites.
• Provide on-call support outside business hours on a rotational basis.
• Provide Hand and Feet support for network data and voice devices.
• Test IP, wireless, analog, and digital phones; update phone inventory.
• Coordinate with local vendors for ISP and service providers.

Skills

Customer service

Onsite support

Windows OS

VPN

Networking basics

Mobility devices

CompTIA A+

Education

BS/BA in Computer Science or Information Systems

Job description

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 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.