Field Support Engineer - Salt Lake City, UT

Field Support Engineer (Engineer 1) Skills: Computer Sciences in the fields of telecommunications, networking, security, messaging, operating systems, databases and identity & access management. Field Support services Software: Provide onsite support for all in-scope Software on the supported Vendor and Inhouse Applications. Provide onsite support for new Software that is deployed throughout the Term (subject to Amadeus Change Management process).

Provide onsite support for Software Maintenance & Service Requests that cannot be resolved by the Level 1 Service Desk. Hardware: Installs, Moves, Adds & Changes (IMACs): for workplace (desktop, laptop and thin client): Installation activity consists of unpacking, assembling, installing, and ensuring connectivity and operability of authorized workstations at an in-scope location. A single Move consists of de-installing authorized client or server products at an in-scope location and installing the same system at another in-scope location. An Add or Change is any modification made to the hardware or software of an authorized client or server product at an in-scope location, including the testing of the modified system.

De-install and re-install any authorized Hardware, Software, or other related services as necessary to execute the IMAC including wiping the hard drive, per Amadeus procedures, using Amadeus provided software and tools. Physically move Hardware, as agreed, related to a de-installation, an installation, a move, or a cascade within the same location. Install authorized Hardware and Software, including new Hardware and Software or upgrades. Re-load data or backup files as necessary from old workstation to new workstation following agreed Amadeus processes if Service Provider has access to the required data Set-up security, file access and other administrative procedures associated with the IMAC.

Connect authorized and agreed equipment to network facilities (for example, LAN and/or WAN connectivity) to validate connectivity. Update the Asset Inventory within the Service Provider CMDB when Hardware or Software changes are implemented. Provide expedited handling of IMACs that are of a high business priority to Amadeus in accordance with Service Levels and Amadeus requirements and availability of Field Support Services staff. Hardware Maintenance & Support: for locations in scope for Field Support, Service Provider provides on site support of authorized Amadeus workstations, including installation/replacement/testing of plug and play parts which do not breach the manufacturer warranty or require certification, initial installations/replacement/testing of peripheral devices (monitor, keyboard, mouse).Also manages local Hardware store room/depot and the HW stockpile. For locations not in scope for Field Support, an Amadeus local super user will coordinate with Service Desk and / or Third Party hardware manufacturer necessary breakfix actions.

All hardware repairs are executed by Third Party through guarantee or extension of guarantee. For location in scope, shipping to the appropriate Vendor to perform necessary repair activities. Any costs of shipping will be the responsibility of Amadeus For location with no Field Support location, shipping to the appropriate Vendor to perform necessary repair activities. Any costs of shipping will be the responsibility of Amadeus Perform appropriate diagnostics and repair affected Hardware.

Conduct tests of repaired Hardware and verify the equipment is operating properly. Provide warehouse facilities for spare parts and unused equipment storage. Installations/replacement of peripheral devices provided by Amadeus or a Third party. Installation/replacement and testing of items installed or replaced such as RAM, provided by Amadeus or a Third party which do not breach the manufacturer warranty. Provide basic preventative maintenance services, as detailed by the equipment manufacture.

other JOB BH ID 218236 Help Desk Professional

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