The Onsite Engineer provides end-user Onsite Support and will resolve issues that cannot be resolved remotely. Onsite support must lead to higher local resolution of incidents and requests, and improved productivity / improved customer satisfaction.
All round IT professional with good communication skills, Maintains and build relationships with end-users on location
IT professional with good communication skills
Knowledge of cloud imaging processes through Microsoft InTune
Onsite involvement in hardware inventory tracking and registration of all assets used
Perform onsite Installation, Moves, Adds and Changes (IMAC) as requested by users on sites.
Providing a customer focused IT support to the business, ensuring a responsive and informed service and coordination of site related IT activities
Active user interaction and handling of IT related user questions and issues during site visits.
Coordination and resolution of local site issues and General & local facilities
Identifying recurring incidents and be proactive in proposing resolutions to reduce the number of incidents, where possible (Local Incident) Mgt.
Manage incidents on campus site level
Basic network knowledge
Organize productivity meetings on dispatch sites based on agreed schedule
Local language and English CEFR B2 (written and verbal)
Responsibilities
Work Experience: More than 24 months
Field incoming help requests from end users via both telephone and work orders in a courteous manner
Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue
Build rapport and elicit problem details from help desk customers
Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician
Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution
Other skills:
Ability to advise and to present to one or more customer staff.
Monitor and control daily service call activity, utilization, inventory levels and service levels.
Exceptional customer service
Advanced knowledge in Customer Service Aptitude
Resolving technical problems with hardware, software and connectivity.
Troubleshooting customer issues while maintaining agreed upon service levels for customer contact and resolve
Participate in the configuration and support of internal systems.
Ability to work effectively with Logistics
Adherence to assigned schedule
Adhering to documented policies, procedures and processes for nsc that are specific to the service.
Clear and concise documentation of all customer interaction within appropriate CRM tool.
Able to function in a team environment
Maintain knowledge levels as industry enhancements occur
Support installation and implementation of connectivity and high-end systems products
Continuous improvement of service delivery.
Qualifications
Sound knowledge of:
Advanced knowledge in Computer Hardware
Advanced knowledge in Common Software applications
Advanced knowledge in Microsoft Operating system
Proficient knowledge in Printer Hardware
Proficient knowledge in configuring and troubleshooting networking, wireless and VPN features of end-user devices
Proficient knowledge in Ticketing software
Microsoft Office & Office 365 applications
PC\Laptop hardware
PC\Laptop peripherals, including printers
Mobile devices
Awareness of;
Active Directory
Exchange
Apple OS
Network and server hardware and components
IT qualifications may include:
A+ Certification; Baseline OEM Certifications which include any of the following, depending on assignment: Dell Desktop/Laptop, HP Desktop/Laptop/Printer, Lenovo Desktop/Laptop, Lexmark Printer, IBM Printer, Server +
PC\Laptop OEM Maintenance Certification
CompTIA A+ Certification
Microsoft Certified IT Professional (MCITP) certification in desktop area
