Onsite // Desktop Toughbook Specialist

2 days ago


Plano, United States Talent Groups Full time

Onsite

Desktop Toughbook Specialist (MDT)

Plano, TX

Full time


Job Description:

Required Knowledge and Experience:

• Experience in supporting MDT (Mobile Data Terminal) devices, preferably in a mobile technology environment.

• Strong experience in remotely supporting MDT and other business users and troubleshooting issues efficiently.

• Experience with SIM card activation processes and experience in configuring SIM cards for MDT devices.

• Proficiency in downloading drivers from Getac's website and remotely installing them on MDT devices.

• Excellent technical troubleshooting skills for MDT hardware, software, and connectivity problems.

• Knowledge of mobile network technologies and the ability to diagnose and resolve network-related issues.

• Strong documentation and organizational skills to maintain detailed records and update knowledge base article.

• Effective communication skills to provide clear instructions and support to MDT users.

• Ability to work independently and prioritize tasks to meet support service level agreements (SLAs).

• A proactive and customer-focused attitude, striving to deliver exceptional support and user experience.

• Experience in handling calls as part of IT Service model by maintaining Average speed to answer (ASA), First call resolution (FCR), CSAT

• Participate in Major incident management process.

• Familiar with Incident management, Change management, Problem management, Service Request

• Familiar operating with ServiceNow ITSM tool

• Basic knowledge on Asset tracking and updates

• Good knowledge on mitigating vulnerabilities and patching device

• Participate in Hardware and OS refresh activities.



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