Field Support (Tough Book Specialist)

Overview

On Site
Depends on Experience
Contract - Independent
Contract - 12 Month(s)

Skills

Participate in Major incident management process.Familiar with Incident management
Change management
Problem management
Service RequestFamiliar operating with ServiceNow ITSM toolBasic knowledge on Asset tracking and updatesGood knowledge on mitigating vulnerabilities and patching deviceParticipate in Hardware and OS refresh activities.

Job Details

Role Field Support (Tough Book Specialist)

Location: Plano, TX (Onsite turn over shifts between 5am 5pm CST)

Contract: Long Term

Job Description

  • Minimum 4-6 years of experience in supporting MDT (Mobile Data Terminal) devices, preferably in a mobile technology environment.
  • Strong experience in remotely supporting MDT and other business users and troubleshooting issues efficiently.
  • Experience with SIM card activation processes and experience in configuring SIM cards for MDT devices.
  • Proficiency in downloading drivers from Getac's website and remotely installing them on MDT devices.
  • Excellent technical troubleshooting skills for MDT hardware, software, and connectivity problems.
  • Knowledge of mobile network technologies and the ability to diagnose and resolve network-related issues.
  • Strong documentation and organizational skills to maintain detailed records and update knowledge base article.
  • Effective communication skills to provide clear instructions and support to MDT users.
  • Ability to work independently and prioritize tasks to meet support service level agreements (SLAs).
  • A proactive and customer-focused attitude, striving to deliver exceptional support and user experience.
  • Experience in handling calls as part of IT Service model by maintaining Average speed to answer (ASA), First call resolution (FCR), CSAT
  • Participate in Major incident management process.
  • Familiar with Incident management, Change management, Problem management, Service Request
  • Familiar operating with ServiceNow ITSM tool
  • Basic knowledge on Asset tracking and updates
  • Good knowledge on mitigating vulnerabilities and patching device
  • Participate in Hardware and OS refresh activities.

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