IT Field Service Support

Vaspire Technologies Inc.; Waltham (MA); On-site; USD 45,000 - 65,000; Full time

Job summary

Vaspire Technologies Inc. in Massachusetts is seeking a hands-on IT support specialist to deliver Deskside/OSS/FSO support for Desktop PCs, Laptops, Tablets, Smartphones, AV equipment, and networked devices.

You will drive to multiple locations to assist end users and ensure installations and troubleshooting meet established standards. Responsibilities include diagnosing and resolving software and hardware issues, imaging OS, maintaining documentation, and delivering high customer satisfaction.

Qualifications

• Hands-on desktop and device troubleshooting experience.
• Clear verbal and written communication with end users.
• Ability to follow standards and document resolutions.

Responsibilities

• Provide deskside/OSS/FSO support for desktops, laptops, tablets, phones, AV gear, and related equipment.
• Install, configure, test, and troubleshoot software and hardware per guidelines.
• Diagnose issues, image OS, and perform system administration tasks as needed.
• Travel to sites and support end users within SLA commitments.
• Maintain ticketing records and provide timely user updates.

Skills

Desktop support

2nd line IT support

Customer communication

On-site troubleshooting

Tools

Ticketing system

Job description

• Have own vehicle to drive to different locations and support end Users / Mileage will be reimbursed.
• Will be available on call support during weekends/ holidays as per request.
• You will be required to provide Deskside / OSS / FSO technical support to Desktop PCs, Laptops, Tablets, Smart Phones, Desk telephony, AV equipment, Comms room devices/activities, desk cabling, Software installation and troubleshooting and any other related technology.
• Providing a high level of customer satisfaction and extremely strong communicator in both verbal and written communicate in the local language.
• Support includes specification, installation, and testing of computer systems and peripherals within established standards and guidelines. Activities require interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems.
• Work self-sufficiently to perform fault diagnostics, delivery user requirements, while maintaining standards and SLAs.
• Accurately testing, identifying, preparing, repairing, resolving, and documenting end user technical issues relating to Desktop support. Devices include, but not limited to Desktop PC, Micro PC, Thin Client, Laptop, Tablet, Smartphone, Desk equipment, Cabling, Comms patching, Printers, MFDs, and basic network connectivity.
• Hands on role, expected to provide 2nd line IT support to the business community ensuring that all requirements are met within agreed service level agreement
• Customer ticketing is worked upon to ensure the timely delivery of service, along with regular, professions, users facing updates
• To provide infrastructure administration functions
• Providing on-site cover as part of a shift arrangement
• Support inline with contracted business working hours
• Provide site support in remote offices when required
• Troubleshooting and resolving software issues; OS Imaging/reimaging and associated systems administration activities