Field Service Engineer bei Omega Systems

Description

OMEGA SYSTEMS JOB DESCRIPTION

Position: Field Service Engineer
Reports To: Service Desk Supervisor and/or Service Desk Manager
Division: Service Desk
FSLA: Exempt
Office Location: Elmwood Park-In Office, Hybrid

Responsible for supporting customer environments that are both hosted at Omega and on the customer’s premises. The individual will be responsible for deploying laptops and desktop equipment as well as providing ongoing maintenance support at client locations. The individual will work with senior Omega technical staff as needed to provide support in Server, SAN and network specific instances as required.

The ideal individual will be comfortable in a fast paced work environment and possess excellent written and verbal communication skills. This individual will also have served at minimum (2) years in a desktop support role.  Additional server environment experience is regarded as a plus. The individual must be comfortable interacting with end users in person or via phone, email, or IM/chat communications. Excellent customer service skills are a must.

Functional Responsibility and Task Statements

Operational Responsibilities

• Troubleshoot and repair PC, laptop and printer hardware related problems
• Troubleshoot and repair software related problems
• Troubleshoot and repair network related problems
• Administer and maintain Microsoft Windows Server installations
• Administer and maintain Network equipment
• Communicate with customers on recommended problem resolutions.
• Generate reports and status updates on customer IT infrastructure
• Work with Omega team on project design to improve Customer environment and processes
• Document problems and associated resolutions in Omega Systems ticketing systems
• Recommend new products and services in order to maintain or increase overall stability and performance of customer’s environment
• Work directly with Omega Service Desk and Omega Data Center team to resolve escalated issues
• Maintain certifications specific to job requirements as outlined by Omega Systems
• Ability to lift and transport objects weighing up to 50lbs

Leadership and People Responsibilities

• This role does not have direct supervisory responsibility.
• Work with other colleagues within OMEGASYSTEMS teams to deliver an effective Customer support service offering
• Ensure that effective working relationships at all levels are achieved by simplifying complex technical messages and acting as an advocate of OMEGASYSTEMS Customer support teams both externally and internally
• Incumbent(s) in this position may be required to perform other duties and special assignments not specifically stated.

Technical Responsibilities and Task Statements

• Provide consultative services to customers to determine specifications related to hardware, software or information systems.
• Design and develop computer systems based on customer requirements.
• Provide analysis of these computer systems to make sure customer requirements are met.
• Provide ongoing analysis of customer processes and procedures to determine areas for technical innovation or improvements.
• Document computer systems and customer environments in order to provide ongoing support and improvements.
• Provide timely, resolution to technical support issues while following company standards
• Properly log, prioritize, assign, track and respond to incidents and requests in a timely manner
• Identify and resolve incidents within agreed SLAs, policies and procedures
• Monitor incident trends and identify recurring incidents for resolution
• Ensure that all relevant incidents are linked to an appropriate problem
• Install and maintain desktops, laptops and other related hardware and software
• Use advanced tools and technical knowledge to remediate customer problems and conduct scheduled installs
• Troubleshoot and correct defects in existing hardware and software systems
• Responsible for installation, testing, troubleshooting and repair of desktops, laptops and network equipment
• Responsible for installation and support of customer specific software applications

Position Type / Expected Hours of Work: This is a full-time position, and hours of work are typically Monday thru Friday from 8AM to 5PM. Additional scheduled appointments may occur outside this time frame based upon customer request.

Environmental: The job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, etc.

Travel Requirements: Travel is required for this position.

Qualifications and Experience

• Minimum 3 years of experience in Information Technology required
• Experience in Managed IT Services highly preferred
• Bachelor’s degree in Information Technology, Network Administration, or a related subject preferred
• Expert level experience working with and troubleshooting Microsoft applications and operating systems
• Experience administering and supporting Active Directory, Exchange, Office 365 environments
• Experience installing and troubleshooting HP, Dell and Lenovo desktops and laptops
• Experience installing and troubleshooting HP, Dell and Lenovo server equipment
• Experience troubleshooting network devices (switches, wireless, security appliances)
• Ability to multi-task, problem-solve and adapt to change in a fast-paced environment
• Ability to complete assigned tasks with a minimum of guidance and oversight
• Strong interpersonal communication, time-management, and multi-tasking skills a must
• Highly focused customer service mindset

Qualifications