Field Technical Support Representative

Job Description

Responsibilities

· Assists in investigating and resolving complex installations and maintenance matters of significance.

· Provides on-site field support to customers including installation, and servicing and repairing systems and equipment. Verifies and approves operational quality of system equipment.

· Resolves customer issues in the areas of hardware installation, repair, upgrade, and maintenance.

· Instructs customers in the operation and maintenance of systems/equipment.

· Ensures issues are referred to the appropriate personnel/service areas for follow up, testing and troubleshooting.

· Acts as a liaison with customers on administrative and technical matters for assigned projects.

· Performs analysis and prepares reports on system problem trends and issues

Primary Site contact

o For DXC

o For Pfizer Service Delivery Managers

· Lead escalation path

· Works all manner of tickets

· Manages on-site team for

o Infra on-call schedule

§ Maintaining tool and contact details in ServiceManager

o SLA ticket compliance

o Attendance and tardiness tracking

o OT and time off request approvals

· Works directly with Project Team on

o Staffing

o Coverage

o Timeline

o Resource time tracking

Basic Qualifications

· 5+ of field support experience (preferred)

· Ticket and asset management

· Strong hardware/software installation, support, and troubleshooting

· Windows XP, 10, and 11 experience

· Mac OS and iOS support

· Network Printer, HP configuration, consumable swaps, and moves

· Experience with Active Directory, MS Office, phone security, OS365

· Requires Networking troubleshooting and support

· Support skills for VPN connectivity and security

· Configuring new PC’s/notebooks via imaging, SCCM and standalone

· Remote Install software/hardware and support

· Knowledge of basic networking concepts and Hands&Eyes support

· Lift and carry up to 40lbs

Preferred Education and Training

· High school or G.E.D.

· Lenovo or other vendor certifications

· CompTia A+, Network+/Security+ (Preferred but not required)

· Apple training (preferred but not required)

Work Environment

· Office environment

· Walk up kiosk/ vending and lock / network printers

· Telco Closet

· May require weekend work for Critical and High Priority support only

· Will require shift work/On-call coverageCompany Description

A heart-centered approach to staffing!