Field Support

JD:

The role is crucial in providing helpdesk technical support. The candidates must be adept at troubleshooting and documenting issues effectively. This role is the first point of contact for all inbound service requests for PC, Apple, or infrastructure support. The primary responsibilities include:

1. Strong Field Support experience
2. Basic Networking skills (like IP Addressing, DHCP, DNS, etc)
3. Understand of IDF environment (or willingness to learn)

Also, as for as their clinic visit goes, they would be covering a radius of 60 mi. While most of them should be around 30-35 mi, there would be some clinics which would be away.

• Support client workstations (e.g., video cards, drivers), printers, and peripheral equipment (e.g., USB devices).
• Proactively and consistently communicate with clients and colleagues
• Accurately and promptly record all-time in our ticketing system
• Proactively manage ticket queue
• Ensure all ticket notes and statuses are up to date
• Troubleshoot end-user technical issues and document all steps up through resolution
• Effectively multi-task to manage workload
• Collaborate on the improvement of operational effectiveness
• Document, take ownership of, and escalate issues
• Meet individual and team SLA targets