Support Engineer

2 weeks ago


Plano, United States Sri Tech Solutions Full time

Role: Mobile Device Support Engineer (TOUGHBOOK SUPPORT)

Location : Plano, TX.

Duration : Contract

Essential Skills & Responsibilities:

Must have experience in Handling TOUGHBOOK

  • Minimum 4-6 years of experience in supporting GETAC Toughbook /Rugged Case Laptops, preferably in a mobile technology environment.
  • Strong experience in remotely supporting GETAC/Panasonic Toughbooks and other business users and troubleshooting issues efficiently.
  • Experience with SIM card activation processes and experience in configuring SIM cards for Toughbooks devices.
  • Proficiency in downloading drivers from Getac's website and remotely installing them on Toughbooks devices.
  • Excellent technical troubleshooting skills for Toughbooks 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 Toughbooks 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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