FIELD SERVICES ENGINEER

FIELD SERVICES ENGINEER JD - L1

End User Support Experience

• Three to four (3-4) years' experience providing IT Infrastructure field support which includes troubleshooting hardware, software, operating system issues and problems and fixing the issues without impacting/violating the hardware warranty or customer security compliance requirements.
• Good Customer management skill,
• Good in oral and written communication
• Able to interact and work with customer at different levels.
• Self- Driven and result oriented.
• Really passionate about the work
• Ability to work with deadlines and complete tasks on time.

Hardware Troubleshooting and Repair

• Hands on experience in installing & troubleshooting hardware issues for Laptop, Desktop, Printers and accessories
• Basic knowledge of enterprise LAN, WAN, Server setups and concepts. Ability to perform smart and physical assistance activity under instruction, at sites.
• Ability to lift/move computer equipment weighing up to 50Lbs.
• Conference room A/V equipment assistance & troubleshooting
• Basic VOIP phone configuration & troubleshooting
• Smart hand support for peripheral and networking hardware, including, but not limited to monitors, keyboards, mice, printers, fax machines, scanners, Routers, wireless Routers, Switches, Firewalls, racks, cabinets, multi-port data termination panels all under Smart Hands' capability

Operating System & Software

• Skilled in desk side support for Installing & troubleshooting Operating Systems(Win 7/Win10/MAC/Linux)
• Experience with Anti-spyware and Anti-virus software.
• Basic installation and troubleshooting of standard software's/application like Adobe,browsers
• Basic installation and troubleshooting of office applications (O365, Outlook, Excel, Word,PowerPoint, Teams, Skype, OneDrive)
• Knowledge of TCP/IP Networking, DNS, DHCP, VPN, and RDP working principles
• Basic understanding, mail configuration and troubleshooting of Mobile Device

Management system (Airwatch/Xenmobile/Mobile iron etc),

• Basic understanding on Data backups,
• Basic understanding and troubleshooting for VDI, SCCM/LanDesk/Altris,
• Basic configuration & troubleshooting of Apple machines/mobile devices
• Contribution towards creating KB article
• Ensuring all SRQs, Incidents are addressed within stipulated SLA timelines

Tools & Process

• Knowledge and experience on Service requests and incident management process,
• Preferably with an Associate's Degree in Electronics and CompTIA A+ Certification.
• Knowledge and experience of ticketing tools (ServiceNow/Remedy etc.),