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    Jr Field Engineer - Doral, United States - Kapstonetech

    Kapstonetech
    Kapstonetech Doral, United States

    2 weeks ago

    Default job background
    Description


    The Field Engineer candidate will provide USCIS user support at remote locations on assigned open tickets and work in collaboration with the Service Desk.

    The Field Engineer is responsible for resolving customer affecting technical issues in a timely fashion in order to maintain customer satisfactions.

    The Field Engineer installs, troubleshoots and maintains an extensive variety of products and equipment. The Field Engineer will have the ability to make replacement cables from raw cable and RJ-45 connectors. Trains employees, identifies, analyzes, and repairs product failures, orders and replaces parts as needed. Determines and recommends which products or services best fit the customers' needs.

    The following are principal duties of the Field Engineer:

    Responsibilities & Duties
    Deskside Support which includes

    Provide on-site support for deployment and security remediation functions
    Gather analyze, and report end-user support trends
    Analysis, testing and modification of computer hardware systems and software based on consultations with users and system design specifications

    Updating registry values, installing/configuring/updating computer operating systems
    Utilizing remote management to diagnose/modify update computer programs/software and computer systems

    Provide desktop, application and network application incident resolution
    Manage user installation and relocations requests
    Asset Inventory Support

    Conduct physical inventory of assets
    Conduct scheduled and random electronic inventories
    Assist in receiving and receipting property
    Transfer of property to other organizations
    Process computer equipment for excess and disposition

    Disposal Preparation Support

    Ensure disposal policies and procedures are employed
    Ensure every device is wiped/degaussed prior to site removal

    Encryption Services

    Administer and manage encryption tools application server
    Ensure laptops are properly encrypted
    Encrypt laptops discovered without encryption
    Provide password recovery for encrypted device

    Video Conferencing and Audio/Video O&M

    Troubleshoot system problems and repairs
    Work with support staff for remote troubleshooting and repairs
    Assist in setting up presentation devices and Video Conference units
    Set up, ensure functionality, be available during events and shut down video conferences

    Local On-Site Cabling

    Restart wiring closet cabling electronics including switches or other network devices
    Replace defective cabling electronics and simple replacement of defective cabling electronics and components such as switch blades

    Overseas Site Support (Depends on Position)

    Wireless Services

    Assist users with mobile communication devices (mobile phones, broadband cards, Blackberrys, and laptops) with incident support tickets
    Provide Tier 2 support in the field which includes hardware troubleshooting and OS re-install, Blackberry Exchange Server connection verification and equipment swapping support

    Service Center Services

    Ensure IT services are rendered/tested for telework users using VPN and CITRIX services
    Provide remote support services for telework/home users
    Support pre/post application releases

    Account Management Services
    Hardware Incident Resolution

    Identify and resolve hardware incidents and service requests of a consumable part

    Qualifications & Skills

    Mandatory:
    High School Diploma or equivalent
    Minimum 2-3 years' experience troubleshooting software and hardware in a customer service role
    Minimum 6 months' experience troubleshooting Apple Macintosh software and hardware in a customer service role
    High degree of technical proficiency
    Excellent problem solving skills and analytical abilities
    Certification in UNIX and Microsoft Operating Systems or 3 years experience troubleshooting, installing, and configuring UNIX and MS systems.
    Familiarity with LANDesk remote resolution and with using LANDesk to push packages to workstations to complete software installation

    #J-18808-Ljbffr
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