Job Title: IT Field Service Support
Location: Malden, MA 02148
Mode : Contract (6+ Months) – Onsite
USC/GC only
Job responsibilities:
Ability to travel to remote locations
Have own vehicle to drive to different locations and support end Users / Mileage will be reimbursed.
Will be available on call support during weekends/ holidays as per request.
You will be required to provide Deskside / OSS / FSO technical support to Desktop PCs, Laptops, Tablets, Smart Phones, Desk telephony, AV equipment, Comms room devices/activities, desk cabling, Software installation and troubleshooting and any other related technology.
Providing a high level of customer satisfaction and extremely strong communicator in both verbal and written communicate in the local language.
Support includes specification, installation, and testing of computer systems and peripherals within established standards and guidelines. Activities require interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems.
Work self-sufficiently to perform fault diagnostics, delivery user requirements, while maintaining standards and SLAs.
Accurately testing, identifying, preparing, repairing, resolving, and documenting end user technical issues relating to Desktop support. Devices include, but not limited to Desktop PC, Micro PC, Thin Client, Laptop, Tablet, Smartphone, Desk equipment, Cabling, Comms patching, Printers, MFDs, and basic network connectivity.
Hands on role, expected to provide 2nd line IT support to the business community ensuring that all requirements are met within agreed service level agreement
Customer ticketing is worked upon to ensure the timely delivery of service, along with regular, professions, users facing updates
To provide infrastructure administration functions
Providing on-site cover as part of a shift arrangement
Support inline with contracted business working hours
Provide site support in remote offices when required
Troubleshooting and resolving software issues; OS Imaging/reimaging and associated systems administration activities
Taking ownership of issues through to resolution on all appropriate requests
Categorize and prioritize end user support requests and service requests by utilizing a Customer ticketing system to track tickets and provide up-to-date status and information
Ensuring regular customer interaction to adhere with update SLA’s and high levels of customer service
Providing daily ticket updates to ensure users are fully updated on updates
Move equipment associated with service requests, inline with health and safety guidelines
Performing asset inventory activities as needed
End user training and guidance on the use of hardware and software
Recommends and / or performs upgrades to end user devices
This position requires the ability to work in a BAU and / or project-based environment requiring flexibility and teamwork
Performs other duties as assigned
Skills Required:
Excellent skills in user IT infrastructure – Desktops, Laptops, Printers, Handhelds, Smartphone etc.
Strong technical skills in Microsoft Windows 11 (including legacy versions), Office 365, Teams, Google, Service Now and other well-known applications
Administration experience of Azure, Intune, MS Active Directory users & groups, policies and management concepts
Effective communication in English and/or local language
Basic known workings of LAN technologies and hardware
Ability to support technically video conferencing equipment