Field Tech Associate
Basic Job Duties:
Execute service delivery (IMAC, Break Fix, Desk Side Support) according to Managed Client Policy & Procedure Guide.
• Coordinates with Client End User on expectations and availability to conduct Managed Client Services.
• Performs troubleshooting, parts replacement, system upgrades, and basic deployments & repair on Client Assets in campus / remote locations.
• Identifies potential issues that could adversely impact End-User experience and follows through on action steps.
• Strives to meet all Client SLAs & Customer Satisfaction Goals.
• Escalate to IF Desktop Support Site Lead on issues that impact a Client End User and/or entire operation at a given site.
• When required – provides onsite shadowing to Dell Program Field Service Team.
• Serves as an entry point to develop both technical and customer skills to grow into broader and more challenging field services roles.
• Basic installation and maintenance of technical products.
• Follows predefined procedures and tasks in everyday activities. Work is regularly reviewed by a more senior level technical specialist.
• Reviews, troubleshoots and approves operational quality desktops, notebooks, printers, and associated peripherals.
• Installs maintains and optimizes desktop /notebook configurations at customer sites.
• Diagnoses and resolves product performance problems.
• Performs maintenance and repair services.
• Ensures customer satisfaction by advising customers on preventive maintenance and configurations which may impact product performance.
• Instructs customers in the operation and maintenance of the system.
Required Skills:
- 2-4 years’ experience in servicing/deploying computer equipment
- Must have proven customer service background.
- The individual will be knowledgeable of Windows operating system environment.
- Must be able to comprehend and follow verbal and written technical instructions and scripts.
- Qualified resources should have A+ certification or equivalent skillset; basic Windows troubleshooting will be involved.
- Certification in various hardware platforms may optionally be required for servicing hardware issues.
- The Individual must have the ability to receive calls during the normal business day and after hours.
- Physically able to lift and move Enterprise and Client technology hardware in our customer environment
- Excellent verbal and written communication skills with an emphasis in customer service, including experience handling difficult customers and conflict resolution.
- Excellent interpersonal skills and ability to work collaboratively in a team environment.
Basic Qualifications:
Minimum 1-year Desktop Support/Field Support experience