Support Engineer TECHM

Support Engineer

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: returning the defective End User CI as to normal operations according to OEM standards; performing remote diagnostics with the end user; providing all necessary labor to repair or restore End User CI to normal operations; providing all necessary support for the maintenance and repair of local backup and restore capabilities for End User CIs;

performing BIOS update, if required and approved by BJC; conducting asset validation, including end user profile updates, End User CI asset tag check, model and serial number check, location, etc.; advising the end user, before an End User CI maintenance request is complete, of the status of work being performed and providing future avoidance or maintenance tips to prevent additional problems;

when required, executing disk management routines, including disk defragmentation, disk scans, data compression, and recovery of end user data; providing service personnel who are fully trained in direct support of their product on the End User CIs they support; updating the CMDB and AMS with the correct End User CI, end user, logistics, and warranty information; reporting to BJC all deviations from the Asset Management System and from BJC policies that are discovered during incidents via a jointly developed communications process;

reporting to BJC any non-standard hardware or software discovered; conducting ongoing analysis of End User CI maintenance and call history to track service trends; conducting monthly End User CI performance reviews and trend analysis; managing and acting as single point of contact for provider subcontractors, End User CI warranty providers, and other third party providers identified by BJC; providing advanced notification to BJC management of required OEM device upgrades or replacements;

providing adequate stocking of systems, components, and peripherals at each location to ensure replacement and repair of down systems within the time frames dictated by the service levels; obtaining end user confirmation that problem resolution is complete; providing end user orientation on prevention of the same problem, when applicable; and validating asset management fields including end user profile updates, End User CI asset tag, make, model.