Position Number : KTSB202505

Main Skills:

• 2+ years of experience in a help desk/deskside role
• 2 years of Windows 10 experience, MSOffice
• Flexible work schedule to include weekends and overtime as required
• Experience troubleshooting PC hardware and software (MAC knowledge a plus)
• Experience with Active Directory and SCCM.
• Basic networking experience
• Ability to multitask and work in a fast pace work environment, Excellent organization skills and attention to details
• Ability and willingness to work in a collaborative team environment
• Ability and willingness to learn new technology and software
• Ability to operate or learn to operate scissor lifts and boom trucks to access elevated network equipment.
• Excellent customer service skills.
• To provide support for on call escalations and doing root cause analysis of given issue
• To independently resolve tickets within agreed SLA of ticket volume and time
• To adhere to quality standards, regulatory requirements and company policies
• Work on value adding activities such Knowledge base update & management
• Training freshers, coaching analysts
• To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases

Details:

Field Services operations provides onsite support for the installation, troubleshooting and maintenance of onsite IT systems that cannot be done remotely.

FSO works onsite to resolve issues where either a physical presence, advance technical skills or local knowledge is needed to complete the task. Roles and responsibilities include, but are not limited to:

• Queue Management – Work within established Service Level Agreements (SLA) to ensure a timely response to support issues. Follow established escalation process if needed.
• Record all events/problems and their resolution in SNOW, including proper documentation and updates.
• Collaborate in the FSO knowledge repository.
• Assist in Hardware asset management.
• Install/reinstall image, rebuild laptops/desktops.
• Install, configure and/or update authorized software or firmware as per authorized standardｓWarranty support for desktop and laptops.
• Follow company protocol in the disposal management.
• Diagnose and resolve incidents and problems with equipment and software.
• Smart hands and feet support for network, servers or other site-specific hardware or software. To include racking and assembling hardware as directed.
• Managing 3rd party onsite vendors on behalf of customer to ensure work is being completed correctly such as cabling or printer repair.
• Assist in the technology refresh process and in-flight projects.
• Assist in Crisis response activities.
• Willingness to learn and support new technology.
• Assist with hand-on training of new hires.
• Follow company logical and physical security protocol, to minimize risk to customer and company.
• Follow authorized workflow.
• Provide VIP/Executive support as outlines by customer.
• And other authorized task that fall within the work scope.