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Helpdesk/Field Service Engineer

Helpdesk/Field Service Engineer

Posted 6 months ago

Pay: $18/hr

  • Resolve technical support issues that cannot be resolved via telephone by Service Desk, in person or using remote tools
  • Diagnose and repair hardware problems, set up, configure and test equipment.
  • Perform preventative maintenance and install upgrades and options
  • Ownership of incidents/requests from start until resolution
  • All aspects of IMAC (Install, Move, Add, Change) including onboards/offboards
  • Resolve “walk up” requests for assistance including business hour support at walkup windows across North America
  • Ability to mobilize a force of 5-20 people to provide an IT presence in various areas across North America
  • Maintain technical knowledge on our company’s applications and services
  • Maintain technical expertise and knowledge regarding upgrades and new hardware and software brought into the company
  • Creation & verification of Knowledge Base (KB) articles
  • Analyze, document, and escalate critical issues to appropriate support groups
  • Image laptops and desktops
  • Test & terminate network cables
  • Setup & support of computer and A/V equipment; meeting room support and support of technologies used by attendees
  • Assist with server installs, repairs and maintenance as required
  • Assist with network issues and performance issues
  • Assist with mobility incident/requests as required
  • Deployment of mobility devices spare/loaner as required
  • Assist with switch and router installs and replacements
  • Work with area administrators to maintain server room, cooling, UPS, etc.
  • Fix/service & configure printers, including backend server infrastructure
  • Meet Safety Training requirements
  • Manage Desktop Services Warehouse/Depot including quote procurement, transfers, maintaining stock levels, RMA, updating assets in CMDB, disposal (as required)
  • Leveraging other TIS support groups as necessary to ensure proper resolution of incident/request

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