Install, repair, and provide technical maintenance for product and component hardware and software, mainly on customer premises.
Ensure systems operate as designed and are maintained and/or upgraded per requirements.
Work collaboratively with technical colleagues to ensure customers receive timely, effective, and seamless service.
Schedule services, complete all required administration, and work with customers to ensure satisfaction with service delivery and understanding of product functionality.
Provide the full range of Field Engineering support for an assigned base of large/complex clients.
Take complete ownership of onsite service activity.
Perform advanced-level maintenance on all products, including low-complexity installation activities.
Provide technical feedback on equipment, systems, and processes to improve overall service delivery.
Use advanced tools and technical knowledge to resolve client problems and conduct scheduled installs.
Identify and resolve systemic issues within the team.
Proactively support the needs of other team members, providing technical assistance and expertise.
Contribute to improved client services metrics reporting and documentation.
Monitor technical and process issues, proactively informing the manager and/or team on offering improvement recommendations.
Requirements:
High School Diploma or GED required.
May require technical certification or Associate Degree.
Minimum 2 years of experience in Deskside Support.
Must have own reliable car and car insurance.
1 year of hands-on experience with laptop and desktop break-fix.
General knowledge of laptop/desktop hardware and software, including basic knowledge of Microsoft applications.
Ability to resolve basic/non-complex problems as directed.
Client and/or governmental clearance may be required.
Police or criminal background verification clearance may be required.
Must be able to complete required product training.