Customer Support

2 weeks ago

Baltimore, United States Charter Global Full time

Job Title: Field Engineer

Location: Baltimore, MD (Onsite)

Duration: 3 Months Contract


Requirements

Must have experience with Installing, diagnosing, maintaining and servicing computer-related products, including but not limited to desktop & laptop computers, printers, network devices, standard software, and low-end servers at customer sites, and/or depot locations

Windows 10/11 and Mac Ventura, Monterey or Sonoma operating system experience in a professional setting

CUSTOMER SERVICE EXPERIENCE IS VERY IMPORTANT

Service now and Office 365 Suite experience

A/V experience nice to have but not required


As a Field Engineer 3, you will perform activities associated with installing, diagnosing, maintaining, and servicing computer-related products, including but not limited to desktop and laptop computers, printers, and standard software at customer sites and/or depot locations. This is a journeyman position for the typical desk side support technician. You will be directed by Help Desk, Service Desk, or script using standard methods, techniques, and tools. You will also apply personal knowledge to resolve product support issues that could not be addressed by service desk. Your assignments will range in complexity, from troubleshooting and repair to more difficult device repair, including reloading and re-imaging of PCs/laptops, and installing and optimizing hardware and software products.

This role requires MAC OSx, Windows 10/11, Service Now and Office 365 Suite experience in a professional setting. A/V experience would be a plus.

Responsibilities :

Provides support for software and hardware for desktops and laptops

Provides maintenance and support on legacy products

Installs and maintains PCs and associated software and peripherals

Performs installs, moves, adds and changes as required

Tests and certifies PCs and client approved applications

Provides follow-up on problems or escalation

Maintains a high degree of professionalism in actions, demeanor, and dress. C-Level support will be required.

Ensures customer satisfaction throughout the service delivery transaction

Ensures client specific Service Level Agreements are met and incident and request tickets are updated accordingly within the ticketing system

May be required to assist with support of servers or network devices with guidance through support. Certification not required

This role requires both WIndows 10/11 and Mac Ventura, Monterey or Sonoma operating system experience in a professional setting.

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