Field Service Office
Company: Braintree Technology Solutions
Location: Newark
Posted on: April 3, 2021
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Job Description:
JOB Description FSODSS General Description As a member of end
user support team, FS Onsite Service Engineers are primarily
focused on customer experience to ensure all interactions result in
a positive outcome-based service. Deliver a service that exceeds
customer expectations. Listen and understand the issue at hand.
Communicate with customers, colleagues and management using
positive and clear concise language. Ensure all commitments are
agreed and adhered to with appointments and regular updates
provided. Deliver an excellent customer experience through strong
understanding of the client site, environment, technology and
culture. As the main interface to the customer, the roles require
ownership, leadership and liaison with key contacts in other
resolver groups to ensure action is taken to resolve any issues.
Performs timely resolution of workstations, mobile hardware and
software problems within SLAs through effective use of experience,
knowledge and technical resources. Self-motivated and able to act
with limited support and supervision. Follows all support processes
and use of IT systems when required and document all actions and
activities performed. Conforms to key IT processes such as change
control and asset management. Flexible for travelling to other
sites for support on demand. Ability to coach and monitorsupport
team of technicians and driving service improvement strategies in
co-ordination with other support teams and Client stakeholders.
Responsibilities Provide customer facing end-user support that
includes Break-fix support for Laptop, desktop, tablets and
associated hardware peripherals IMAC support including large
scalebulk office movesre-stack activities (all moves) Support for
Operating System, base load software, MS Office suite and other
business application Support for the Imaging devices
(printscancopyfax) that includes printers and MFDs Access related
issues with smart card, password and security, application
configuration and troubleshooting, and general inquiries Support
for the Mobility devices (AndroidiOSiPhoneiPads) VIP and home-based
office (HBO) user support ImagingRe-imaging end user systems on
approved tickets Supporting End User Device Lifecycle Management as
per Client policies and procedures Coordinate with vendors for
provision of end-user support (e.g. Hardware Vendor technicians for
warranty repairreplacement) Perform managed print service
invoicingmeter readpolling report verification Perform end-user
support related security and controls and compliance related tasks
such as access reviews, risk assessments, controls verifications,
facility inspections, maintenance of verification logs Coordinate
with Level 3 support groups and project teams for service delivery
enhancements, maintenance and upgrades. Provide IT support for
on-site or off-site events and meetings including site setup,
coordination with venue ITAV contacts and stand-by support Provide
IT support for disaster recovery and emergency response activities
in the event of emergency situations at local sites. Provide
On-call support if required outside business hours on a rotational
basis Provide technical orientation and training for new Client
employees on existing systems and software Must be able to manually
lift up to thirty (30) pounds when moving and repositioning
personal computers and ancillary equipment. Provide accurate and
timely logging of customer incidents and tasks to meet agreed upon
service levels. Provide weekly reports as requested by Customer
Implement best practices in the stores to resolve issues Maintain
appropriate equipment sparing requirements and spares inventory
levels to meet SLRs for the Desk Side Technical Support Services
Participate in team projects as requested. Support End-User data
backup, storage and recovery Services for all End-Users Coordinate
with End-User or other site staff to schedule on-site technical
support visit in response to an Incident or IT Service Request,
including security remediation services. Provide Smart Hands and
Eyes Support - Support remote site networks (e.g., Local-Area
Network (LAN), Wide-Area Network (WAN) connection, etc.) and
related operations (e.g., procure, design, build, systems
monitoring, Incident diagnostics, troubleshooting, Resolution and
escalation, security management, and capacity planninganalysis), as
required to meet Client computing requirements and per Client
policies and procedures. Provide Smart Hands and Eyes Support for
servers, network and security devices in site locations, as per
Client policies and procedures. Provide concierge services as
required by local staffing, including Providing friendly and
professional meet and greet and managing customer interaction
during their entire experience at the ITSC Setting customer
expectation ahead of possible allocation of case to ITSC agent if
required Supporting customers on issues with Peripherals, and BYOD
devices Provide information on ITClient products and services
Windows operating system Support (including but not limited to
Windows 7, Windows 10 and Mac) Software installationtroubleshooting
Mobile Device Management and Mobile Application Management Support
for Wireless connectivity, resolving performance issues, providing
device connectivity and "value add" consultation for short "how to
questions". Minimum experience - 6 - 8 years of technical
experience in Desktop and Technical Support, Service Delivery
including 2-3 years of experience in Medical CareHospital FSIT
Management. Desired Qualifications BSBA in Computer Science,
Information Technology, or an equivalent combination of education
or experience. A Technical Certification (MicrosoftHPDell) and ITIL
Certification would be an added advantage on this role.
Keywords: Braintree Technology Solutions, Newark , Field Service Office, Administration, Clerical , Newark, Delaware
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