Desktop Toughbook Specialist

6 days ago

Plano, Texas, United States Talent Groups Full time

Job Title: Desktop Toughbook Specialist

Job Summary:

We are seeking a skilled Desktop Toughbook Specialist to join our team. As a Desktop Toughbook Specialist, you will be responsible for providing exceptional support to our customers by troubleshooting and resolving issues related to MDT devices.

Key Responsibilities:

Technical Support:

  • Provide technical support for MDT devices, including troubleshooting hardware and software issues.
  • Configure SIM cards for MDT devices and activate them as needed.
  • Download and install drivers for MDT devices from Getac's website.
  • Diagnose and resolve network-related issues.

Documentation and Communication:

  • Maintain detailed records of support interactions and update knowledge base articles.
  • Provide clear instructions and support to MDT users.

Problem-Solving and Collaboration:

  • Work independently to prioritize tasks and meet support service level agreements (SLAs).
  • Participate in major incident management processes.
  • Familiar with Incident management, Change management, Problem management, Service Request.
  • Familiar with ServiceNow ITSM tool.

Requirements:

  • Experience in supporting MDT devices, preferably in a mobile technology environment.
  • Strong experience in remotely supporting MDT and other business users and troubleshooting issues efficiently.
  • 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 articles.
  • 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.

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