Field Engineer 3

Posted: 4 weeks ago

Day to Day Work:

  • Deskside support of desktops and laptops. Primarily Dell and Client in Windows 7 environment
  • Break/fix is not in scope, systems are typically under manufacture warranty for hardware issues.
  • IMACD and projects. Department moves, software rollout install and support
  • Some Tablet and or Smart phone support for ActiveSync email setup/support
  • Available for on-call rotation. Schedule is on-call for one week (7x24), off call for three weeks with current staffing levels.
  • Remediation of COTS applications, OS, network connectivity issues, VPN, Print configuration.
  • Work with various assignment groups to work issues to resolution
  • Image systems using SCCM following established processes.
  • Encrypt systems with Bitlocker.
  • Assure Antivirus (SEP) installed and functioning
  • Maintain inventory using Asset Track in conjunction with tickets and quarterly audit cycles.
  • Respond to incidents and requests based on priority and urgency completing within SLA
  • Communicate with SDC regarding any ticket issues, escalations, routing, availability
  • Escalate issues to lead technician and/or CSM as needed to avoid issues becoming larger escalations.
  • Maintain ticket closure rate of six calls per day.
  • Keep associates(end users) up-to-date on actions and ETA.
  • Maintaining accurate and up-to-date notes in tickets.
  • Properly categorize tickets and provide detailed documentation in ticketing system (ServiceNow)
  • Timely completion of timesheets and expense reports.
  • Timely completion of required client training
Required Skills:
  1. Customer Interaction, Advanced – VIP experience preferred, excellent customer skills required
  2. Data Networks, Experienced
  3. Windows 7, Experienced
  4. Business casual dress code, professional appearance
  5. Able to unbox/relocate systems/monitors/devices for IMACD activity