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Field Engineer 2 (1912199927)
Ref No.: 18-12136
Location: San Francisco, California
Field Engineer 2
San Francisco, CA
12 Months

Key Responsibilities

Provide services including installing, maintaining and repairing company and multi-vendor systems (Client, Lenovo, Dell, Toshiba, Microsoft, Apple/MAC and Asus)
which include hardware, software and provide eye's and hands support for networking products thru Smarthands tickets from remote Network engineers.
Ensures customer satisfaction by advising customers on preventative maintenance and configurations which may impact product performance.
Takes responsibility for potential or desired follow-up services or problem escalation.
  • General hardware break/fix to include diagnostics, troubleshooting and parts replacement for laptops, desktops.
  • Troubleshooting and repair of hardware and software issues to maintain business continuity
  • Diagnose, troubleshoot and repair peripheral equipment and handheld devices.
  • New hardware upgrades; moves, adds, changes in a laptop and desktop environment;
  • Optimizing hardware/software/networking products and configurations as scripted ensuring customer satisfaction.

Day to Day Work
  • Configure or reimage customer provided equipment.
  • Participate in the configuration and support of internal systems.
  • Perform repair and parts replacement on desktops/laptops/tablets.
  • Prefer experience with multi-vendor products- OEM platforms (Client, Lenovo, Dell, Toshiba, Microsoft,and Asus).
  • Required Experience with MAC devices – Hardware and Software
  • Experienced with ticketing systems, like Service Now or Remedy or other for daily service activity. (Incidents and Tasks)
  • Demonstrate excellent customer service and customer interaction (via phone, e-mail and face to face).
  • In this position, you will manage continuous improvement of service delivery, your schedule (demonstrate excellent time management) and your interaction with end users and IT managers.
  • You must have a clear understanding of Active Directory utilizing group policies and SCCM.
  • You must be proficient with Microsoft applications, Windows 10, MS Cloud services Office 365, SharePoint, Bitlocker and general knowledge of domain environment.
  • Work schedule will be M-F with an 8-hour daily shift during opening hours or 8:00 am and 5:00 pm.
  • When requested, on rare occasions, will act as eye's and hands for network team.

Technical and Behavioral Skills
  • Must have GED or high school diploma. AS degree in Electronics or Computer Science, related military/technical training or equivalent experience also desired
  • Background check required
  • 2 or more years of experience in a hands-on desk side support role required. Experience replacing desktop/laptop components
  • Understanding of Help Desk Ticket systems, like Service Now helpful
  • Certifications with Dell, Client and Lenovo, Apple and/or MAC Cert helpful, also A+ training is preferred.
  • Excellent customer service and customer interaction (via phone, e-mail and face to face) skills required.
    • You should have a positive, constructive attitude and the ability to work both independently and in a team environment.
  • Will be required to complete on-line courses as directed by Microsoft to stay current on support processes.