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Desktop Support Mobile Technician - Charlotte
Ref No.: 18-11309
Location: Charlotte, North Carolina
Responsible for supporting multiple client locations providing network and IT infrastructure support, physical layer troubleshooting, desktop support as it relates to laptops/desktops troubleshooting various hardware and software issues according to customer specifications. Performing first and second level problem diagnosis through to resolution including communicating, tracking, reconciling, and documenting the cases accurately within designated guidelines (SLAs). 
Responsibilities require working with customers, subcontractors, internal technicians, and consulting personnel in a professional and corporate setting to complete assigned MAC/Service Request cases to the customers' satisfaction within an aggressive SLA environment.

Primary Roles & Responsibilities:
  • Supports multiple client locations receiving requests via dispatch, schedules/prioritizes MAC/Service Request cases utilizing Black Box internal ticketing systems
  • Update customers and other stakeholders regularly on ongoing open MAC/Service Requests
  • Escalate and manage tickets to assure timely resolution.
  • Able to smoothly transfer information at the end of each shift with other support staff about any outstanding issues and tasks.
  • Performs research to improve service levels.
  • Ability to meet multiple service level agreement requirements during the ticket life-cycle.
  • Physical installation of  applications relating to laptops, desktops, Cisco IP phones, Avaya IP phones
  • Provide Windows Support, troubleshooting network connectivity issues, installing operating systems, installing applications, system imaging, system migrating
  • The patching cabling between network equipment and customer's network
  • The installation of power cables from equipment to power supply in rack/cabinet/closet
  • The installation, troubleshooting and de-installing network equipment - Install/swap out devices (e.g., phone, computers, cables, boards, edge routers, switches and etc.)
  • Provide hardware break-fix services for network infrastructure
  • Perform onsite call-through, data, voice, website and security testing
  • Perform back-up testing to ensure all systems are connected to the customer's network as directed
  • Power and uninterruptable power supply (UPS) restoral, water problems and emergency cooling restoration, fire suppression exercises, restoration, and post fire events
  • Support inventory management activities such as receiving inventory, tagging of assets, tracking spares, ordering inventory, updating inventory records,  prepare and return damaged equipment
  • Act as an interface, as needed, between associates at the applicable location and centralized project / operations / MAC management teams