Onsite Field Support Engineer EUC - Texas, United States - Tata Consultancy Services

Description

Technical Skills:

⦁ Strong knowledge of desktop/laptop hardware

⦁ Good knowledge of Win 10, Win 11 & MS Office

⦁ Knowledge of Mac OS is preferred

⦁ Understanding of daily operations and delivery processes

⦁ Application / software installation and trouble shooting

⦁ Knowledge / exposure on ticketing tools (Service Now)

⦁ Windows system administration

⦁ Strong Troubleshooting Skills

⦁ Hardware, operating system & software knowledge of laptops, desktops & mobile devices, printers etc.

⦁ Working knowledge of supporting computer peripherals, like printer, scanners and non-standard devices etc.

⦁ Understanding of active directory, networking

⦁ Hardware, operating system & software knowledge.

Roles &

Responsibilities:

⦁ Provides second-line investigation and diagnosis.

⦁ Resolves and closes incidents/service requests as per the procedures & allocated timelines

⦁ Logs relevant incident/service request details as per process in ITSM tool.

⦁ Communicates with client regarding incident progress

⦁ Ensures tickets are updated at all times until issues are resolved

⦁ Complies with Quality Health Safety Environment (QHSE) and IT policies

⦁ Liaises with clients, IT support groups and 3rd party providers when necessary

⦁ Performs staging of PCs

⦁ Performs IMAC (Install, Move, Add and Change) of End user hardware (Laptops, desktops, mobile devices, printers, desk phones, meeting room devices etc).

⦁ Conducts hardware and software maintenance and support

⦁ Troubleshoots and resolves PC incidents and/oar VIP requests

⦁ Assists with Site Security Officer (SSO) on IT security issues and virus elimination

⦁ Creates/maintain documentation for scope of work

⦁ Special events coverage, meeting room & VCON & voice devices support

⦁ Centralized hardware and Spare part stocking and local site inventory management and asset management

⦁ Stock management

⦁ Break fix services to nearest small sites - leveraging shipping options (Device exchange or Loaner PC)

⦁ Hardware vendor coordination for Break fix

⦁ Imaging & provisioning of devices. Setup and build workstations.

⦁ Update AMDB including hardware and software

⦁ PC and other devices - logistics management

⦁ Coordinate activities with third parties to resolve the IT issues or complete service requests

⦁ Follow standard operating procedures as documented in the knowledge management system.

⦁ Providing trainings / demo's when needed to end users

⦁ Onsite admin tasks e.g. backup, OS migration.

⦁ Onsite Operational support of Industrial mobility devices

⦁ Mobility - Operational support for company owned mobile phones / tablet devices and BYOD

⦁ Asset Disposal

⦁ Coordinate with regional/global support groups for end-to-end request resolution and escalation.

⦁ Operational support of Buyer certified standalone printers (driver installation / connectivity and printer software related troubleshooting

⦁ Operational support for non-network connected HBO AIO Printer / Scanner / Fax

⦁ Loading/Reloading of PCs with standard image for deployment of CME Kiosk Machines