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Desktop Support L1

Desktop Support L1

Service Global, IncBaltimore, MD, United States
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Minimum Experience 1-3 Years of Field Services Technician

As an Onsite Support Technician, I have experience in service delivery and end-user hardware and software configuration troubleshooting, providing quality services to the end users, which includes the following key roles and responsibilities, but is not limited to :

Provide customer facing end-user support that includes :

  • Install and Configure desktops, laptops, mobile devices, and associated Peripherals and related Software.
  • Perform Break Fix, Desk Side Support, IMACD's, Data Migration, Refreshes, etc.
  • Perform onsite updates, Configuration changes, or Software installations.
  • Provide onsite technical assistance to End Users.
  • Identifies potential issues that could adversely impact End User experience and follows through on action steps to prevent.
  • Manage the ticket queue and ensure tickets are resolved and closed within the defined service level agreement. Respond to end-user requests for updates on ticket status and promptly follow up as needed.
  • Coordinate with vendors for provision of end-user support (e.g. Hardware Vendor technicians for warranty repair / replacement)
  • Perform end-user support related security and controls and compliance related tasks such as access reviews, risk assessments, controls verifications, facility inspections, maintenance of verification logs
  • Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance, and upgrades.
  • Provide IT support for on-site or off-site events and meetings including site setup, coordination with venue IT / AV contacts and stand-by support
  • Provide IT support for disaster recovery and immediate response in the event of emergency situations at local sites.
  • Provide On-call support if required outside business hours on a rotational basis
  • Provide Hand and Feet support for network data and voice devices

FSO Telecom task :

  • Installation of IP, wireless, Analog and Digital phones (Avaya , Nortel, Cisco, Siemens, Mitel etc.)
  • Configuration of phones using SOP and Phones movement.
  • Update the inventory of phones, peripherals and system cards (like TDM, digital and CPU cards etc.) to network voice team.
  • Testing the cables using the tester for IP phone and TDM phones from patch panel to user's desk
  • Punching the cable for different type of panel like patch panel or IDF or MDF for krone with krone tool and punching tool
  • Update the circuit inventory and vendor details for service provider to network voice team.
  • Coordination with local vendor for ISP, OEM, channel Supplier and different team

    • Desired Qualifications :

  • BS / BA in Computer Science, Information systems, or an equivalent combination of education or

    • Experience :

  • Experience with various desktop systems, operating systems, and diverse technical environments.
  • Excellent customer service orientation and verbal communication skills.
  • Experience Supporting Windows Operating Systems, MS Office, VPN, local and Network printing, Notebooks and mobile devices.
  • Ability to install software for and troubleshoot a wide range of applications.
  • Analytical thinking and problem-solving ability.
  • CompTIA A+ certification or equivalent certification
  • Flexible for travelling to remote sites or cluster
  • Provide assistance for network relates issues
  • Should be able to lift weight up to 30 lbs at waist level
  • Update the inventory of phones, peripherals and system cards( like TDM, digital and CPU cards etc.) to network voice team.
  • Testing the cables using the tester for IP phone and TDM phones from patch panel to user's desk
  • Punching the cable for different type of panel like patch panel or IDF or MDF for krone with krone tool and punching tool
  • Update the circuit inventory and vendor details for service provider to network voice team.

    • Coordination with local vendor for ISP, OEM, channel Supplier and different team

    Mandatory Skills

    Perform Break Fix, Desk Side Support, IMACD's, Data Migration, Refreshes, etc.

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    Desktop Support • Baltimore, MD, United States