Job Description
Job Description
Job Title:- Desktop Support
Location:- 700 Anderson Hill Road, Purchase, NY
Job Description :- This role requires a combination of technical expertise, effective communication, strong problem-solving skills, and a commitment to delivering high-quality field service support.
As an L2 Field Service Operations specialist, your detailed responsibilities include:
- Diagnose and resolve hardware and software issues reported by customers or identified through monitoring systems.
- Lead in-depth troubleshooting and resolution of complex hardware and software issues escalated from lower support tiers.
- Utilize advanced troubleshooting techniques to identify root causes and implement effective solutions.
- Conduct on-site visits to address complex technical issues that cannot be resolved remotely.
- Perform installations, upgrades, and maintenance of systems and equipment at client locations.
- Collaborate with L3 support teams to escalate and coordinate resolution for intricate issues.
- Create and maintain comprehensive documentation for troubleshooting procedures, solutions, and system configurations.
- Ensure accurate and up-to-date records of service activities, configurations, and customer interactions.
- Communicate effectively with customers, providing clear explanations of technical issues and solutions.
- Ensure a high level of customer satisfaction through prompt and effective problem resolution.
- Utilize remote access tools to troubleshoot and resolve issues when on-site visits are not feasible.
- Collaborate with customers to perform remote diagnostics and implement solutions.
- Identify opportunities for process optimization, automation, and efficiency improvements within the field service operations.
- Implement best practices to enhance the overall effectiveness of support services.
- Stay updated on industry trends and emerging technologies to enhance technical knowledge.
- Conduct thorough testing of solutions before implementation to ensure the stability and reliability of systems.
- Implement quality assurance measures to enhance overall service delivery.
- Demonstrate flexibility and adaptability to handle a variety of tasks and challenges in a dynamic field service environment.
- Train and mentor new field technicians on technical aspects, best practices, and procedures.
- Share knowledge and expertise to enhance the overall skill set of the support team.
Requirements and skills
- Proven work experience as a Desktop Support Engineer, Technical Support Engineer or similar role
- Working knowledge of office automation products and computer peripherals, like network printers and scanners
- Knowledge of various server systems, operating systems, network equipment, console access and diverse technical environment
- Working experience on MAC will be added advantage.
- Excellent customer service orientation and verbal communication skills
- 3-5 years of experience in desktop engineering and/or desktop hardware and software configuration troubleshooting for Intel and iOS based systems
- 1-3 years of experience in the use of SCCM/PXE for imaging
Best Regards,
Andy S
Talent Acquisition Group
SRI Tech Solutions Inc.
Company DescriptionSRI Tech Solutions is an equal opportunity employer and does not discriminate on the basis of race, color, gender, religion, age, sexual orientation, national origin or citizenship status or ethnic origin, disability, marital status, veteran status, or any other occupationally irrelevant criteria.
Company Description
SRI Tech Solutions is an equal opportunity employer and does not discriminate on the basis of race, color, gender, religion, age, sexual orientation, national origin or citizenship status or ethnic origin, disability, marital status, veteran status, or any other occupationally irrelevant criteria.