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Date Posted:
5/18/2023
Job Function:
Software Development
Location:
Saarbrucken - DEU
Offered Salary:
Competitive
Iron Systems is an innovative, customer-focused provider of custom-built computing infrastructure platforms such as network servers, storage, OEM/ODM appliances & embedded systems. For more than 15 years, customer have trusted us for our innovative problem solving combined with holistic design, engineering, manufacturing, logistic and global support services
Job Description & Requirements:
Experience: 2.5-5 Years
Field Services operations provides onsite support for the installation, troubleshooting and maintenance of onsite IT systems that cannot be done remotely. FSO works onsite to resolve issues where either a physical presence, advance technical skills or local knowledge is needed to complete the task.
- Queue Management Work within established Service Level Agreements (SLA) to ensure a timely response to support issues. Follow established escalation process if needed.
- Record all events/problems and their resolution in SNOW, including proper documentation and updates.
- Collaborate in the FSO knowledge repository.
- Assist in Hardware asset management.
- Install/reinstall image, rebuild laptops/desktops.
- Install, configure and/or update authorized software or firmware as per authorized standards
- Warranty support for desktop and laptops.
- Follow company protocol in the disposal management.
- Diagnose and resolve incidents and problems with equipment and software.
- Smart hands and feet support for network, servers or other site-specific hardware or software. To include racking and assembling hardware as directed.
- Managing 3rd party onsite vendors on behalf of customer to ensure work is being completed correctly such as cabling or printer repair.
- Assist in the technology refresh process and in-flight projects.
- Assist in Crisis response activities.
- Willingness to learn and support new technology.
- Assist with hand-on training of new hires.
- Follow company logical and physical security protocol, to minimize risk to customer and company.
- Follow authorized workflow.
- Provide VIP/Executive support as outlines by customer.
- And other authorized task that fall within the work scope.
Required Knowledge and Abilities:
- 2+ years of experience in a help desk/deskside role,
- 2 years of Windows 10 experience, MSOffice.
- Flexible work schedule to include weekends and overtime as required.
- Experience troubleshooting PC hardware and software (MAC knowledge a plus).
- Experience with Active Directory and SCCM.
- Basic networking experience.
- Ability to multitask and work in a fast pace work environment,
- Excellent organization skills and attention to details,
- Ability and willingness to work in a collaborative team environment,
- Ability and willingness to learn new technology and software.
- Ability to lift 50 lbs.
- Ability to operate or learn to operate scissor lifts and boom trucks to access elevated network equipment.
Excellent Customer Service Skills:
- To provide support for on call escalations and doing root cause analysis of given issue
- To independently resolve tickets within agreed SLA of ticket volume and time
- To adhere to quality standards, regulatory requirements and company policies
- Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts
- To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases
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