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Field Support

4 months ago

Sacramento, United States eTeam Full time
Responsibilities:
  • Provide high level of customer service
  • Provide phone and deskside support to end users across the site
  • Utilize the ITSM ticket tracking system to categorize, prioritize and escalate issues as necessary
  • Take ownership of issueequest through resolution or escalation
  • Analyze hardware and software problems, perform trouble shooting per approved procedures, identify alternative solutions and take appropriate corrective action
  • Perform hardware and software setup, configuration, and testing per current standards and approved procedures Help create and maintain system support documentation
  • Maintain excellent ticket hygiene (SLA management of tickets and tasks) in ticketing tool
  • Ensure that work is carried out within agreed Service Levels. (SLA's)
  • Client on-boarding, transfers, and off-boarding efforts
  • Maintain high level of accuracy of AMDB
  • Availability during weekend and after hours as per rotational roster
  • Finish Projects (asset refresh etc.) in a timely manner
  • Work on IMACDs and off hours move requests
  • Experience with asset management system
  • Knowledge of data wiping tools.
  • Work with the team lead to make the team lead successful and be a great team player
  • Show urgency in executing requests for C - suite users and provide exceptional service
  • Analyze, troubleshoot, repair and testing of equipment (Laptop, Desktop, Mobile devices, iMac, iPad, etc.)
  • Understanding imaging areas, capabilities, etc. and stock rooms in depot. Inventory info gathering and management .
  • Knowledge about Capex and approval processes.
  • Well versed with process for
    • Device shipment
    • Device receiving
    • Decommissioned device management
  • Create test matrices, and test plans, system level and host interface testing, hardware problem isolation.
  • At least 2+ years of experience in Microsoft Windows and network troubleshooting, web based application support, and familiarity with the entire Microsoft end user suite of products
  • Strong interpersonal skills and thoughtful and effective communicator
  • Excellent analytical and problem-solving skills
  • Excellent time management and organization skills
  • Logistics experience.
  • Strong written and oral communication skills
  • Strong experience and understanding of OfficeO365 Experienced in working with Service-Now platform preferred but not necessary
  • Working knowledge/experience with PC Imaging Tools.
  • Working knowledge/experience with diagnosis and remote-control tools.