IT Field Service Support

IT Field Service Support

Immediate need for a talented IT Field Service Support. This is a 06+months contract opportunity with long-term potential and is located in Malden, MA / Waltham, MA (Onsite).

Key Responsibilities:

• Ability to travel to remote locations
• Have own vehicle to drive to different locations and support end users / Mileage will be reimbursed.
• Will be available on call support during weekends/ holidays as per request.
• You will be required to provide deskside / OSS / FSO technical support to Desktop PCs, Laptops, Tablets, Smart Phones, Desk telephony, AV equipment, Comms room devices/activities, desk cabling, Software installation and troubleshooting and any other related technology.
• Providing a high level of customer satisfaction and extremely strong communicator in both verbal and written communicate in the local language.
• Support includes specification, installation, and testing of computer systems and peripherals within established standards and guidelines.
• Activities require interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems.
• Work self-sufficiently to perform fault diagnostics, delivery user requirements, while maintaining standards and SLAs.
• Accurately testing, identifying, preparing, repairing, resolving, and documenting end user technical issues relating to Desktop support.
• Devices include, but not limited to Desktop PC, Micro PC, Thin Client, Laptop, Tablet, Smartphone, Desk equipment, Cabling, Comms patching, Printers, MFDs, and basic network connectivity.
• Hands on role, expected to provide 2nd line IT support to the business community ensuring that all requirements are met within agreed service level agreement
• Customer ticketing is worked upon to ensure the timely delivery of service, along with regular, professions, users facing updates
• To provide infrastructure administration functions
• Providing on-site cover as part of a shift arrangement
• Support inline with contracted business working hours
• Provide site support in remote offices when required
• Troubleshooting and resolving software issues; OS Imaging/reimaging and associated systems administration activities
• Taking ownership of issues through to resolution on all appropriate requests
• Categorize and prioritize end user support requests and service requests by utilizing a Customer ticketing system to track tickets and provide up-to-date status and information
• Ensuring regular customer interaction to adhere with update SLA's and high levels of customer service
• Providing daily ticket updates to ensure users are fully updated on updates
• Move equipment associated with service requests, inline with health and safety guidelines
• Performing asset inventory activities as needed
• End user training and guidance on the use of hardware and software
• Recommends and / or performs upgrades to end user devices
• This position requires the ability to work in a BAU and / or project-based environment requiring flexibility and teamwork
• Performs other duties as assigned

Key Requirements and Technology Experience:

• Excellent skills in user IT infrastructure – Desktops, Laptops, Printers, Handhelds, Smartphone etc.
• Strong technical skills in Microsoft Windows 11 (including legacy versions), Office 365, Teams, Google, Service Now and other well-known applications
• Administration experience of Azure, Intune, MS Active Directory users & groups, policies and management concepts
• Effective communication in English and/or local language
• Basic known workings of LAN technologies and hardware
• Ability to support technically video conferencing equipment

Our client is a leading IT Industry, and we are currently interviewing to fill this and other similar contract positions. If you are interested in this position, please apply online for immediate consideration.