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Field Deskside Support
Ref No.: 18-01432
Location: Waltham, Massachusetts
Role: Field Deskside Support
Location: Waltham, MA
Duration: 1 year and above
 
Job Description:
  • To work tickets from the field on IT incidents being raised via the FFHD and provide the next onsite support.
  • Utilizing the Service Now tool to manage incident tickets to resolution.
  • Provide high quality technical support to quickly resolve tickets
  • Utilize tools and systems access to resolve field engineer user issues wherever possible at the first point of contact.
  • Provide field engineer users with an excellent level of customer service keeping them informed of progress of issue resolution and setting customer expectations correctly.
  • Windows Certification and experience in support of both Windows and iOS based machines.
  • Analyze and monitor all open FFHD incidents and determine which incidents require FFHD escalation and follow up with respective incident owners.
  • Provide onsite support on business applications once trained by the Application Support Teams
  • Provide recommendations for new or existing knowledge articles to be developed which will assist in maximizing first time fix rates.
  • Add/modify/delete users, groups and roles
  • Password and license management
  • Excellent customer service and telephone communication skills.
  • Experience in using active directory, making technical config changes on backend systems without disruption.
  • Experience in using IT systems and relevant software to raise (when needed) and manage incidents tickets
  • Problem solving skills.
  • Analytical skills to identify trends in issues reported and identify areas for improvements.
  • Experience of the concepts, objectives and life-cycle of Knowledge Management activities
  • Knowledge of ITIL governance and control processes and procedures 
  • Flexible, adaptable and able to learn new concepts quickly
  • Excellent communication and collaboration skills
  • Strong analytical skills
  • Strong focus on detail, documentation development and quality assurance
 
Deskside support operates Monday-Friday 07:00-19:00 (excluding holidays) so will work on a shift rotation basis
 
Will need to have a valid driver's license and access to a car for moving between locations in Massachusetts