Field Service Engineer​/Service Desk Engineer -CT

Position: Field Service Engineer/ Service Desk Engineer -CT
OMEGA SYSTEMS

JOB DESCRIPTION Position:
Field Service Engineer (Hybrid)

Reports To:

Service Desk Supervisor and/or Service Desk Manager Division:
Service DeskFSLA:
Exempt Office Designation:
In Office/ Client locations

Office

Location:

Stamford, CTResponsible for supporting customer environments that are both hosted at Omega and on the customer’s premises. The individual will be responsible for deploying laptops and desktop equipment as well as providing ongoing maintenance support at client locations. The individual will work with senior Omega technical staff as needed to provide support in Server, SAN and network specific instances as required.

The ideal individual will be comfortable in a fast paced work environment and possess excellent written and verbal communication skills. This individual will also have served at minimum (2) years in a desktop support role. Additional server environment experience is regarded as a plus. The individual must be comfortable interacting with end users in person or via phone, email, or IM/chat communications.

Excellent customer service skills are a must.

Functional Responsibility and Task Statements Operational Responsibilities Troubleshoot and repair PC, laptop and printer hardware related problems

Troubleshoot and repair software related problems

Troubleshoot and repair network related problems

Administer and maintain Microsoft Windows Server installations

Administer and maintain Network equipment

Communicate with customers on recommended problem resolutions.

Generate reports and status updates on customer IT infrastructure

Work with Omega team on project design to improve Customer environment and processes

Document problems and associated resolutions in Omega Systems ticketing systems

Recommend new products and services in order to maintain or increase overall stability and performance of customer’s environment

Work directly with Omega Service Desk and Omega Data Center team to resolve escalated issues

Maintain certifications specific to job requirements as outlined by Omega Systems Ability to lift and transport objects weighing up to 50lbsLeadership and People Responsibilities This role does not have direct supervisory responsibility.

Work with other colleagues within OMEGA SYSTEMS teams to deliver an effective Customer support service offering

Ensure that effective working relationships at all levels are achieved by simplifying complex technical messages and acting as an advocate of OMEGA SYSTEMS Customer support teams both externally and internally

Incumbent(s) in this position may be required to perform other duties and special assignments not specifically stated.

Position Type / Expected Hours of Work:
This is a full-time position, and hours of work are typically Monday thru Friday from 8AM to 5PM. Additional scheduled appointments may occur outside this time frame based upon customer request.

Environmental:
The job operates in a professional office environment and various customer locations. This role routinely uses standard office equipment such as computers, phones, etc.

Travel Requirements:
Travel is required for this position.

Technical Responsibilities and Task Statements Provide consultative services to customers to determine specifications related to hardware, software or information systems.

Design and develop computer systems based on customer requirements.

Provide analysis of these computer systems to make sure customer requirements are met.

Provide ongoing analysis of customer processes and procedures to determine areas for technical innovation or improvements.

Document computer systems and customer environments in order to provide ongoing support and improvements.

Provide timely, resolution to technical support issues while following company standards

Properly log, prioritize, assign, track and respond to incidents and requests in a timely manner

Identify and resolve incidents within agreed SLAs, policies and procedures

Monitor incident trends and identify recurring incidents for resolution

Ensure that all relevant incidents are linked to an appropriate problem

Install and maintain desktops, laptops and other related hardware and software

Use advanced tools and…