Field Services Engineer

L2 Desk Side Support Dealing with hardware and application support queries and issues reported to the support desk and escalated to the Desktop Support Engineers Use diagnostic tools to troubleshoot problems associated with network connectivity, and workstation hardware/software Troubleshoot consumer replaceable hardware, BIOS, Driver, OS, Software Installing Printer drivers, IP Printing/Cloud Printing OneDrive Setup and migrations w/ OneNote Cloud Sharing Attempt Data Recovery on failed systems Troubleshoot Encryption issues Troubleshoot Password issues Windows / MacOS troubleshooting, applying OS updates, encryption, and Office for Mac 2016 for employees using O365 Windows / Mac LAN / WAN connectivity troubleshooting Ready and assist with video conferencing equipment Networking – Troubleshoot, cross-connects, monitor port utilization, Wireless AP swap-out, Switch Install/Swap-out Take ownership and responsibility of queries, issues and problems assigned to the Desktop Support Engineers Escalate issues and involve experts wherever required in order to resolve issues as quickly as possible Ability to maintain composure with challenging customers Cell support – tech setup/troubleshooting of cell phones (non mgmt. included)