Field Specialist

Overview

As a member of the Field Service Operations team, the candidate will provide high quality support with very good customer service, technical expertise, and timeliness. This position has frequent contact with end users, peers, and managers, primarily face-to-face as deskside support for service requests and on-site problem resolution. The candidate will work in a team environment with a collaborative approach to resolving customer problems and supporting other members of the Site Services department. The candidate will also provide hands and eyes support to other IT teams including but not limited to Audio Visual, Network (Data and voice), and Servers.

Responsibilities

• Provide customer facing end-user support that includes :
• Install and Configure desktops, laptops, mobile devices, and associated Peripherals and related Software.
• Perform onsite updates, Configuration changes, or Software installations.
• Provide onsite technical assistance to End Users.
• Identifies potential issues that could adversely impact End User experience and follows through on action steps to prevent.
• Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumventions.
• Manage the ticket queue and ensure tickets are resolved and closed within the defined service level agreement. Respond to end-user requests for updates on ticket status and promptly follow up as needed.
• Troubleshoot client software and basic network connectivity problems.
• Identify, evaluate and prioritize customer problems and complaints.
• Coordinate with vendors for provision of end-user support (e.g. Hardware Vendor technicians for warranty repair / replacement).
• Perform end-user support related security and controls and compliance related tasks such as access reviews, risk assessments, controls verifications, facility inspections, maintenance of verification logs.
• Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance and upgrades.
• Provide IT support for on-site or off-site events and meetings including site setup, coordination with venue IT / AV contacts and stand-by support.
• Provide IT support for disaster recovery and immediate response in the event of emergency situations at local sites.
• Provide On-call support if required outside business hours on a rotational basis.
• Provide Hand and Feet support for network data and voice devices.
• May train users and operators on a limited basis and / or may write training procedures. Participate in on-going training and departmental development.
• Independently resolve tickets within agreed SLA of ticket volume and time to adhere to quality standards, regulatory requirements and company policies.
• Work on value adding activities such as Knowledge base update and management, Training freshers, coaching analysts.
• To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases.

Qualifications

Experience

Additional Requirements

Job Details

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Technical Support Specialist - A / V Support

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