Support Engineer

Support Engineer

Desk Side Support Responsibilities: Perform onsite troubleshooting and resolution activities. Dispatch acceptance includes: communication to a personal computing device (e.g., iPhone, iPad, pager) enabled to receive real time dispatch notices from the Service Desk; monitoring of a Service Desk Ticket queue for dispatched tickets, checking the queue at least every ten (10) minutes; acknowledging the receipt of the dispatch ticket to the Service Desk within ten (10) minutes after reviewing the dispatch ticket queue; reviewing the troubleshooting information embedded in the dispatched ticket for familiarization with the end user issue and to arrive at the end user’s location with the most appropriate tools and end user CI replacement parts; and notifying the Service Desk through an established process of the anticipated time of arrival at the end user’s location. When necessary, provide end user CI support for all peripherals connected to end user CIs, including: monitors, projectors, and other displays; USB based and other BJC approved externally connected end user CIs (excluding locally connected printing devices); docking stations; Bluetooth and other wirelessly connected end user CIs; and LCD and TV displays, including those in public spaces such as hallways and atriums. Perform remedial support activities for end user CIs, when required. Such remedial support activities include: return the defective end user CI as to normal operations according to OEM standards; perform remote diagnostics with the end user; provide all necessary labor to repair or restore end user CI to normal operations; provide all necessary support for the maintenance and repair of local backup and restore capabilities for end user CIs; perform BIOS update, if required and approved by BJC; conduct asset validation, including end user profile updates, end user CI asset tag check, model and serial number check, location, etc.; advise the end user, before an end user CI maintenance request is complete, of the status of work being performed and provide future avoidance or maintenance tips to prevent additional problems; when required, execute disk management routines, including disk defragmentation, disk scans, data compression, and recovery of end user data; provide service personnel who are fully trained in direct support of their product on the end user CIs they support; update the CMDB and AMS with the correct end user CI, end user, logistics, and warranty information; report to BJC all deviations from the asset management system and from BJC policies that are discovered during incidents via a jointly developed communications process; report to BJC any non-standard hardware or software discovered; conduct ongoing analysis of end user CI maintenance and call history to track service trends; conduct monthly end user CI performance reviews and trend analysis; manage and act as single point of contact for provider subcontractors, end user CI warranty providers, and other third party providers identified by BJC; provide advanced notification to BJC management of required OEM device upgrades or replacements; provide adequate stocking of systems, components, and peripherals at each location to ensure replacement and repair of down systems within the timeframes dictated by the service levels; obtain end user confirmation that problem resolution is complete; provide end user orientation on prevention of same problem, when applicable; validate asset management fields including end user profile updates, end user CI asset tag, make, model, serial number, location, etc., and update if necessary; and report to BJC all deviations from the CMDB and AMS and from BJC policies that are discovered during the on BJC service location support incident. Communicate with BJC end users in English, and be trained and versed in all required.