IBU
Field Service Specialist
Derby
Posted about 24 hours ago
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Field Service IT Support
Workstation Services
- Desktop, Monitors, Printers, and Laptops
- Break/Fix
- Desktop/Laptop Hardware Troubleshooting
- Create, test, and develop current Workstation images.
- New Laptop/Workstation Configuration
- Prepare and configure new laptops/workstations specifications as assigned.
- End User Computing (EUC) Device Refresh
- Part of Business As Usual (BAU). Bulk refresh will be treated as a separate project activity.
Collaboration
- Works closely with vendors and managed services to maintain systems and services, manage change, and deploy new systems and services.
Onsite Services
- Onsite PC repair
- Virus and spyware remediation
- Maintenance/rejuvenation
- Data recovery
- Networking and upgrades
Operating System Management
- Windows upgrades through SCCM agent.
- OS and application installation: Windows migrations and deployment of customized images using SCCM.
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Troubleshooting
- Troubleshoot for Windows and have good working knowledge of Office products.
- Provide printer/fax support.
- Knowledge of server and network communications equipment, protocols (i.e., DNS and TCP/IP), transmission media, security, and network management practices.
- Analyze and diagnose DNS/DHCP/VPN and other networking issues.
- End user issues related to network, IP configuration, and Windows troubleshooting.
- Actively worked with hardware and software vendors to resolve client issues in a timely manner.
Directory and Access Management
- Active Directory, folder access, and Group Policy administration.
- Hardware configuration.
- User Support for VPN, MS Office, applications.
Installation and Configuration
- Installation of printers.
- Configuring conference room facilities.
- IP Phone installation and troubleshooting.
- O365 configuration and troubleshooting.
Deskside Support
- Spares management.
- Installs, moves, adds, changes of hardware and software packages (iMAC).
- Hardware lifecycle management.
- Security compliance.
- Populate Knowledge Management system with resolutions and workarounds.
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Escalation and Support
- Act as an escalation resource to the Help Desk, Site Administrators, and Network Operations Center to assist with issues affecting endpoints.
Enterprise Mobility Management
- Administration - enrollment and management of mobile devices.
- Adept knowledge on Airwatch – intelligent hub/MDM/ Intune / Azure.
Fault Diagnosis and Troubleshooting
- Maintain the Service Now queue of an average of 5-20 tickets per day, resolved Level 1-2 support issues.
- Ensure swift ticket resolution and escalate issues to Level 3 technician as necessary.
Technical Skills
- Adept knowledge on Software Center (SWC) and ServiceNow.
- Knowledge of Okta and its usage.
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