Location: Blue Springs,MS, USA
* Ability to work within multiple sites. This includes the ability to travel to different sites as necessary or required by the customer.
* Physically fit to walk through large areas.
* Ability to work after hours and weekends if necessary or required by the customer.
* Knowledge using ServiceNow as the ticketing tool.
* Provide technical assistance and support, and resolve problems related to the use of computer hardware and software for end users.
* Analyze, resolve, respond to, and document end user inquiries.
* Install desktop/Laptop, printers/scanners, and other peripheral softwares using approved tools.
* Troubleshoot operating system issue. connection issues with LAN/WAN.
* Update tickets with accurate and timely records of work performed, and resolution detail
* Maintain and contribute to a knowledge base.
* Coordinate hardware warranty repair.
* Perform inventory management activities as required in coordination with asset management and other Corporate groups.
* Escalate to 3rd party vendors when necessary
* Responsible for raising and coordinating problem management issues
* Perform additional tasks (end user/infra related) when required Strong understanding and skills in SLA, KPI Management.
* Provide technical support stationed at the site who can quickly respond to problems that may arise within data center/computer/server rooms which need physical handling.
* In contrast to certified technicians, they are not necessarily trained nor duly recognized to specialize in a specific technology.
* Can handle all tasks related to the infrastructure equipment based on instructions provided by a remote technical assistance team that specialize in different products and categories.
* Receives instructions from certified technicians and project managers to troubleshoot advanced issues.
* Provide on-site, operational support service for remote management, installation and troubleshooting of data center equipment.