Desktop Support L1

Cambridge, MA, US • Posted 1 day ago • Updated 5 hours ago
Full Time
On-site
Fitment

Dice Job Match Score™

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Job Details

Skills

  • Remote Support
  • Physical Layer
  • Field Service
  • Software Configuration
  • Customer Facing
  • Laptop
  • Break/Fix
  • Data Migration
  • User Experience
  • SLA
  • ProVision
  • Computer Hardware
  • Repair
  • Security Controls
  • Regulatory Compliance
  • Risk Assessment
  • Service Delivery
  • Audiovisual
  • AV
  • Technical Support
  • Disaster Recovery
  • SAP BASIS
  • FSO
  • Telecommunications
  • Wireless Communication
  • Nortel
  • Cisco
  • Siemens
  • Mitel
  • SOP
  • Business Analytics
  • Business Analysis
  • Computer Science
  • Information Systems
  • Customer Service
  • Communication
  • Microsoft Windows
  • Operating Systems
  • Virtual Private Network
  • Printing
  • Mobile Devices
  • Analytical Skill
  • Conflict Resolution
  • Problem Solving
  • CompTIA
  • A+
  • CPU
  • Testing
  • IP
  • Intellectual Property
  • TDM
  • Cabling
  • MDF
  • Inventory
  • Network
  • Collaboration
  • ISP
  • Management
  • Software Installation
  • Logistics Management

Summary

Minimum Experience: 1-3 Years of Field Services Technician

As an on-site Support Technician, I have experience in service delivery and end-user hardware and software Configuration troubleshooting, providing quality services to end users, which includes the following key roles and responsibilities, but not limited to:
Provide customer facing end-user support that includes:
  • Install and Configure desktops, laptops, mobile devices, and associated Peripherals and related Software.
  • Perform Break Fix, Desk-side support, IMACD's, Data Migration, Refreshes, etc.
  • 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.
  • 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.
  • Coordinate with vendors for provision of end-user support (e.g. Hardware Vendor technicians for warranty repair/replacement)
  • Perform end-user support related security, controls and compliance related tasks such as access reviews, risk assessments, controls verifications, facility inspections, and 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
FSO Telecom task:
  • Installation of IP, wireless, Analog and Digital phones (Avaya , Nortel, Cisco, Siemens, Mitel etc.)
  • Configuration of phones using SOP and Phones movement.
  • Update the inventory of phones, peripherals and system cards (like TDM, digital and CPU cards etc.) to network voice team.
  • Testing the cables using the tester for IP phone and TDM phones from patch panel to user's desk
  • Punching the cable for different type of panels, like patch panel or IDF or MDF for krone with krone tool and punching tool
  • Update the circuit inventory and vendor details for service provider to network voice team.
  • Coordination with local vendor for ISP, OEM, channel Supplier and different teams.
Desired Qualifications:
  • BS/BA in Computer Science, Information systems, or an equivalent combination of education or
Experience:
  • Experience with various desktop systems, operating systems, and diverse technical environments.
  • Excellent customer service orientation and verbal communication skills.
  • Experience Supporting Windows Operating Systems, MS Office, VPN, local and Network printing, Notebooks and mobile devices.
  • Ability to install software for and troubleshoot a wide range of applications.
  • Analytical thinking and problem-solving ability.
  • CompTIA A+ certification or equivalent certification
  • Flexible for travelling to remote sites or clusters
  • Provide assistance for network-related issues
  • Should be able to lift weight up to 30 lbs at waist level
  • Update the inventory of phones, peripherals and system cards (llike TDM, digital and CPU cards etc.) to network voice team.
  • Testing the cables using the tester for IP phone and TDM phones from patch panel to user's desk
  • Punching the cable for different type of panels, like patch panel or IDF or MDF for krone with krone tool and punching tool
  • Update the circuit inventory and vendor details for service provider to network voice team.
Coordination with local vendor for ISP, OEM, channel Supplier and different teams

Mandatory Skills

EUCL1 /EUCL1 / Manage non-standard intervention / software installation PC and other devices logistics management
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
  • Dice Id: 80183523
  • Position Id: 25d124d882160189be80b47416ce066
  • Posted 1 day ago
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