Field Tech Senior Analyst

Role ResponsibilitiesExecute service delivery (IMAC, Break Fix, Desk Side Support) according to Managed Client Policy & Procedure GuideCoordinates with Client End User on expectations and availability to conduct Managed Client ServicesPerforms trouble shooting, parts replacement, system upgrades, and basic deployments & repair on Client Assets in campus / remote locationsIdentifies potential issues that could adversely impact End User experience and follows through on action stepsStrives to meet all Client SLAs & Customer Satisfaction GoalsServes as an entry point to develop both technical and customer skills to grow into broader and more challenging field services rolesBasic installation and maintenance of technical productsFollows predefined procedures and tasks in everyday activitiesWork is regularly reviewed by a more senior level technical specialistReviews, troubleshoots and approves operational quality desktops, notebooks, printers, and associated peripheralsInstalls, maintains and optimizes desktop /notebook configurations at customer sitesDiagnoses and resolves product performance problemsPerforms maintenance and repair servicesEnsures customer satisfaction by advising customers on preventive maintenance and configurations which may impact product performanceInstructs customers in the operation and maintenance of the system Basic Qualifications5+ years’ experience in servicing/deploying computer equipmentMust have proven customer service backgroundIndividual will be knowledgeable of Windows operating system environmentAble to comprehend and follow verbal and written technical instructions and scriptsQualified resources should have A+ certification or equivalent skill set; basic Windows troubleshooting will be involvedCertification in various hardware platforms may optionally be required for servicing hardware issuesIndividual must have ability to receive calls during the normal business day and after hoursPhysically able to lift and move Enterprise and Client technology hardware in our customer environmentExcellent verbal and written communication skills with emphasis in customer service, including experience handling difficult customers and conflict resolutionExcellent interpersonal skills and ability to work collaboratively in a team environmentPosting Date:Department:Field Services AMS/EMEA - 1454950021