Location: Irving,TX, USA
Title : FSO - IT Field Services & Onsite Support Technician
Role : Irving, TX
Position: Contract
As an IT Field Services & Onsite Support Technician, you will be a key member of our team, providing essential on-site technical support to our clients. You will be the first point of contact for resolving their technology issues, ensuring smooth operations, and maximizing their productivity. You will play a crucial role in maintaining the IT infrastructure and ensuring satisfaction. You will troubleshoot, diagnose, and resolve hardware and software issues, ensuring optimal system performance and user satisfaction. This role requires strong technical skills, excellent problem-solving abilities, and a customer-centric approach
Required Skills, Experience and Qualifications:
Key Responsibilities:
On-Site Support:
· Travel to client sites to provide in-person technical assistance.
· Install, configure, and upgrade computer hardware and software.
· Troubleshoot and resolve a wide range of IT issues, including network connectivity, printer problems, and software malfunctions.
· Audio and Video equipment Support including Health Checks
· Asset Management & Disposal
· Data recovery and backup solutions
Problem Diagnosis and Resolution:
· Utilize diagnostic tools and techniques to identify the root cause of technical problems.
· Implement effective troubleshooting strategies to resolve issues promptly and efficiently.
· Escalate complex issues to higher-level support teams as needed.
· Image and install software on Windows, and Apple laptops/desktops including IMAC (installations, moves, additions, and changes) and Remote support.
· Coordination with IT Network and Unified Communications team and dispatch vendor technicians to install network equipment, coordinate with Client's third-party suppliers for issues/repair of circuits and RMA.
· Eyes, hands, and feet support for network issues including setup, installation and supporting the configuration as needed, testing circuits, connectivity, and validation of network equipment.
· Coordinate with external vendors for dispatch support.
Asset Management:
· Inventory and Asset Management – Depot Operations
· Ensure proper handling and disposal of IT assets.
· Shipping coordination, Disposal, redeployment, and Asset reclaim including the equipment in Telco rooms.
· Hardware Refresh, Depot Services support, Warranty and Out-of-warranty repair and replacement coordination
Ticket Queue Management
· Act and update the tickets timely with clear information to avoid ticket escalations.
· Daily follow up on the tickets pending for customers or vendors.
· Document the troubleshooting steps followed, reasons for pending or transferring to another queue clearly.
· Resolve tickets within the SLA, with confirmed resolution to avoid any tickets getting reopened.
· Continued focus on keeping the backlog of tickets low and achieve higher productivity (on average 4 or more tickets per day).
Customer Service:
· Interact with clients in a professional and courteous manner.
· Clearly communicate technical information to non-technical users.
· Document all service requests, resolutions, and client interactions.
· Executive (VIP) Support – Work on the issue/troubleshooting remotely with diligence.
Ticket Queue Management
· Act and update the tickets timely with clear information to avoid ticket escalations.
· Daily follow up on the tickets pending for customers or vendors.
· Document the troubleshooting steps followed, reasons for pending or transferring to another queue clearly.
· Resolve tickets within the SLA, with confirmed resolution to avoid any tickets getting reopened.
· Continued focus on keeping the backlog of tickets low and achieve higher productivity (on average 4 or more tickets per day).
Hardware Expertise:
· Computer Assembly and Repair: Building, upgrading, and repairing desktops, laptops, and servers.
· Peripheral Device Installation: Setting up printers, scanners, external hard drives, and other devices.
· Hardware Troubleshooting: Diagnosing and resolving issues with hardware components like motherboards, CPUs, RAM, and power supplies.
· Mobile Device Repair: Fixing cracked screens, battery replacements, and other hardware issues for smartphones and tablets – good to have skill.
· Audio Video Equipment: Basic understanding of AV equipment connections.
Software Proficiency
· Operating System Installation and Configuration: Installing and configuring Windows, macOS, and various Linux distributions.
· Software Installation and Troubleshooting
· Driver Installation and Updates: Installing and updating device drivers to ensure optimal performance.
· Data Recovery: Recovering lost data from damaged hard drives, SSDs, and other storage devices.
Networking Knowledge:
· Network Setup and Configuration: Configure network devices, including routers, switches, and Wi-Fi access points.
· Network Troubleshooting: Diagnosing and resolving network connectivity issues, such as slow internet speeds, Wi-Fi problems, and network security threats.
· Cable Management: Organize and label cables to ensure efficient airflow and accessibility.