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    Field Services Engineer - Dallas, United States - Bell Techlogix

    Bell Techlogix
    Bell Techlogix Dallas, United States

    2 weeks ago

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    Description
    Grow your career. Drive innovation.

    At Bell Techlogix, employees are key to our growing success. We are always looking for driven, smart, and dedicated professionals to add to our award-winning team. We strive to create an inclusive and collaborative workplace where our employees feel valued and have opportunities for career growth. Bell Techlogix offers various training and development programs to help you advance in your career within our company.

    Bell Techlogix is a Certified Great Place to Work and is recognized as a Diversity Employer.

    The Field Services Engineer (FSE) performs remote or onsite advanced service, repair, and/or installation of computer products, including system hardware, parts management, software, mobile devices, and PCs. This is a critical support position that ensures Bell Techlogix meets the Service Level Agreement/Objectives (SLA/O) or Key Performance Indicators (KPIs) within Deskside Support. The FSE provides support to end users on various accounts across the United States.

    Essential Functions:
    • Travel to client locations and support Deskside Services either through projects or backfill when attrition occurs.
    • Performs routine and advanced computer hardware and software installations, maintenance tasks, troubleshoots, and repairs computer systems and peripheral equipment.
    • Primarily provides Tier 3 level support; will provide Tier 1 and/or 2 level support as needed.
    • Escalates problems and issues to a higher level of support as needed. This includes service that exceeds response time, repair time, lack of parts, or any other issue that could impact customer satisfaction.
    • Processes timely and accurate information to ensure compliance with vendor warranty requirements.
    • Maintains the highest level of customer satisfaction by resolving all tangible problems and concerns.
    • Adheres to client policies and procedures while maintaining the integrity of the customer's data.
    • Maintains and updates work order tickets in client's ITSM tool.
    • Coordinates across multiple departments/vendors to provide support.
    • Represents Bell Techlogix in a professional and businesslike manner and communicates effectively wiih customers and associates.
    • Interacts with the customer when responding to technical questions or requests for information.
    • Supports leadership with reporting and responsibility coverage.
    • Trains other technicians.
    • Maintains regular attendance.
    • Other duties as assigned by management.
    Required Education, Knowledge, and Experience:
    • Must have a high school diploma or equivalent; College degree in a related field is preferred.
    • At least 5 years of technical or related experience is preferred. Relevant education may substitute technical experience.
    • Proficient in the troubleshooting and repair of various manufacturers' laptops, desktops, printers, and peripherals.
    • Working knowledge and hands-on experience supporting handheld devices and/or mobile devices.
    • Working knowledge and understanding of client's hardware platforms.
    • Working knowledge and understanding of client's software and user base.
    • Working knowledge and understanding of AD and SCCM (or similar software).
    • Proficient with various versions of Microsoft operating systems.
    • Proficient with various versions of Microsoft Office Suites.
    • Knowledge of industry quality standards.
    • Original Equipment Manufacturer (OEM) certifications obtained to perform warranty repairs, as required.
    • Client-required certifications, if needed.
    Abilities and Skills:
    • Strong verbal and written communication skills.
    • Ability to explain product material to a variety of audiences at all levels of the business.
    • Ability to work independently and as a member of a team.
    • Effective interpersonal skills.
    • Attention to detail, excellent organizational skills, and must possess solid customer service skills.
    • Maintain a professional dress code and general appearance.
    Physical, Mental Requirements and Work Environment:
    • Travel 75% of time to Bell Techlogix or client site locations; overnight stays required as needed.
    • Must be able to move and transfer equipment and boxes of at least 75 lbs.
    • Must be able to move long distances, dependent on the site layout and client needs.
    • Must be able to work at a computer for long periods of time.
    • Must be able to work in a fast-paced environment.
    Equipment Used:
    • Computer
    • Phone
    • Company vehicle, if provided.
    Conditions of Employment:
    • Must pass pre-employment, post offer background check and drug screen.
    • Must maintain required certification levels.
    • Must maintain valid driver's license.
    • Must maintain required security clearance, as needed.
    Equal Opportunity Employer - Disability and Veteran

    Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

    The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR c)
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