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.
Minimum experience - 5 years of technical experience in Desktop and Technical Support/IT Service Delivery.
Desired Qualifications: BS/BA in Computer Science, Information Technology, or an equivalent combination of education or experience. A Technical Certification (Microsoft/HP/Dell), ITIL Certification, CompTIA A+, Microsoft Certified Professional (MCP) or better would be an added advantage on this role.
Has proficient experience to fulfill the role and demonstrate the attributes listed in the following tables.
Attributes: Category Skill Set Operating Systems Windows 7/8/8.1 Knowing the basic usage of this OS In-Depth understanding of troubleshooting this OS Windows 10 Knowing the basic usage of this OS In-Depth understanding of troubleshooting this OS Applications Web browsers Usage of varied brands of browsers Able to configure and diagnose issues within browsers Microsoft Office (20102016O365) Usage of the different suites How to troubleshootinstallconfigure OneDrive (OD4B) Knowing the basic usage of the application Able to configure and diagnose issues Microsoft Teams Knowing the basic usage of the application Able to configure and diagnose issues SkypeLync (20132016) Knowing the basic usage of the application Able to configure and diagnose issues SharePoint Knowing the basic usage of the application Service Now Knowing the basic usage of the application SCCM Knowing the basic usage of the application Remote Support Tool Bomgar/LogMeIn Knowing the basic usage of the application Administration Tools Active Directory Tools In-Depth understanding of this toolset Security Software BitLocker (MBAM) Basic product understanding Ability to troubleshoot and