Field Services Engineer

L2 Desk Side Support Responsibilities

• 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.
• One Drive Setup and migrations w/ One Note 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).