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.),