Job Summary
This role requires a combination of technical expertise, effective communication, strong problem-solving skills, and a commitment to delivering high-quality field service support.
As an L2 Field Service Operations specialist, your detailed responsibilities include:
- Diagnose and resolve hardware and software issues reported by customers or identified through monitoring systems.
- Lead in-depth troubleshooting and resolution of complex hardware and software issues escalated from lower support tiers.
- Utilize advanced troubleshooting techniques to identify root causes and implement effective solutions.
- Conduct on-site visits to address complex technical issues that cannot be resolved remotely.
- Perform installations, upgrades, and maintenance of systems and equipment at client locations.
- Collaborate with L3 support teams to escalate and coordinate resolution for intricate issues.
- Create and maintain comprehensive documentation for troubleshooting procedures, solutions, and system configurations.
- Ensure accurate and up-to-date records of service activities, configurations, and customer interactions.
- Communicate effectively with customers, providing clear explanations of technical issues and solutions.
- Ensure a high level of customer satisfaction through prompt and effective problem resolution.
- Utilize remote access tools to troubleshoot and resolve issues when on-site visits are not feasible.
- Collaborate with customers to perform remote diagnostics and implement solutions.
- Identify opportunities for process optimization, automation, and efficiency improvements within the field service operations.
- Implement best practices to enhance the overall effectiveness of support services.
- Stay updated on industry trends and emerging technologies to enhance technical knowledge.
- Conduct thorough testing of solutions before implementation to ensure the stability and reliability of systems.
- Implement quality assurance measures to enhance overall service delivery.
- Demonstrate flexibility and adaptability to handle a variety of tasks and challenges in a dynamic field service environment.
- Train and mentor new field technicians on technical aspects, best practices, and procedures.
- Share knowledge and expertise to enhance the overall skill set of the support team.
Requirements and skills
- Proven work experience as a Desktop Support Engineer, Technical Support Engineer or similar role
- Working knowledge of office automation products and computer peripherals, like network printers and scanners
- Knowledge of various server systems, operating systems, network equipment, console access and diverse technical environment
- Working experience on MAC will be added advantage.
- Excellent customer service orientation and verbal communication skills
- 3-5 years of experience in desktop engineering and/or desktop hardware and software configuration troubleshooting for Intel and iOS based systems
- 1-3 years of experience in the use of SCCM/PXE for imaging
Key Responsibilities
- Proven work experience as a Desktop Support Engineer, Technical Support Engineer or similar role
- Working knowledge of office automation products and computer peripherals, like network printers and scanners
- Knowledge of various server systems, operating systems, network equipment, console access and diverse technical environment
- Working experience on MAC will be added advantage.
- Excellent customer service orientation and verbal communication skills
- 3-5 years of experience in desktop engineering and/or desktop hardware and software configuration troubleshooting for Intel and iOS based systems
- 1-3 years of experience in the use of SCCM/PXE for imaging
Skill Requirements
- Proven work experience as a Desktop Support Engineer, Technical Support Engineer or similar role
- Working knowledge of office automation products and computer peripherals, like network printers and scanners
- Knowledge of various server systems, operating systems, network equipment, console access and diverse technical environment
- Working experience on MAC will be added advantage.
- Excellent customer service orientation and verbal communication skills
- 3-5 years of experience in desktop engineering and/or desktop hardware and software configuration troubleshooting for Intel and iOS based systems
- 1-3 years of experience in the use of SCCM/PXE for imaging