Field Support Engineer

Role : Field Support Engineer

Job type: Fulltime

Location: Boston, MA – Onsite

Must Have Technical/Functional Skills

• Good Communication and knowledge on Imaging/Staging of desktops, laptops and other related devices.
• Maintain, analyze, and troubleshoot, software and computer peripherals.

Roles & Responsibilities

• Good knowledge on Imaging/Staging of desktops, laptops and other related devices.
• Maintain, analyze, and troubleshoot, software and computer peripherals.
• Must have reliable transportation and clean driving history
• Travel to Various sites on demand basis would be required.
• Ability to set up, configure and add all hardware.
• Assist client internal IS technicians with large IMAC’s
• Break-fix & IMAC support, periodic maintenance
• Provide technical support to end-users via telephone and in person.
• Assist coworkers in the resolution of end-user’s technical issues.
• Assist coworkers in the execution of established processes and escalations.
• Test, image and clean PC’s, laptops, monitors, printers, and other related hardware.
• Following proper manufactures procedures for ordering parts and returning defective parts.
• Manage (Service Now) ticket queue constantly throughout the day.
• Response to end-user issues via face-to-face interaction, telephone, or escalated help desk tickets.
• Diagnose and resolve technical hardware and software issues.
• Gather information to determine the issue by evaluating and analyzing the symptoms.
• Partners with other departments to provide technical assistance.
• Knowledge in handling Wi-Fi and LAN access issues
• VPN setup and troubleshooting
• Network authentication issues
• Identify priorities and redirect problems to appropriate resources.
• Organize ideas and communicate appropriate messages.
• Stay current with system information, changes, and updates.
• Handling all designated workstation installations and updates

Generic Managerial Skills, If any

• 4+ years of hands-on technical knowledge of laptop and desktop design and software installation.
• Familiar with standard concepts, practices, and procedures within the IT support field. Relies on limited experience and judgment to plan and accomplish goals.
• Possess 2 to 3 years’ experience in a break/fix environment. Able to lift heavy equipment. (PC’s, monitors, printers.) Strong verbal and written communication skills. A certain degree of creativity and latitude is required.
• Experience in supporting Mobile devices (Apple IOS, Android, iPhone, iPad)
• Experience with Windows 7-10 OS, Microsoft Office, Internet browsers and Email clients.
• Printer/Copier experience preferred.
• Working knowledge of systems hardware, printers, scanners and other peripheral devices.
• Strong communication and customer service skills with users to interpret and address their needs in an efficient and professional manner.
• Experience providing IT technical support to senior leaders of an organization.
• Ability to visualize and troubleshoot complex issues remotely.
• Highly developed analytical troubleshooting skills.
• Able to multi-task, work independently with minimal supervision as well as within a team environment.
• Ability to obtain and maintain manufacture warranty repair certifications. (EX, HP, DELL, LENOVO, APPLE)

Salary Range-$60000-$70,000 a year