The Onsite Engineer provides end-user Onsite Support and will resolve issues that cannot be resolved remotely. Onsite support must lead to higher local resolution of incidents and requests, and improved productivity / improved customer satisfaction.
All round IT professional with good communication skills, Maintains and build relationships with end-users on location
- IT professional with good communication skills
- Onsite involvement in hardware inventory tracking and registration of all assets used
- Perform onsite Installation, Moves, Adds and Changes (IMAC) as requested by users on sites.
- Providing a customer focused IT support to the business, ensuring a responsive and informed service and coordination of site related IT activities
- Active user interaction and handling of IT related user questions and issues during site visits.
- Coordination and resolution of local site issues and General & local facilities
- Identifying recurring incidents and be proactive in proposing resolutions to reduce the number of incidents, where possible (Local Incident) Mgt.
- Manage incidents on campus site level
- Organize productivity meetings on dispatch sites based on agreed schedule
Local language and English CEFR B2 (written and verbal)
Work Experience More than 24 months
- Field incoming help requests from end users via both telephone and work orders in a courteous manner
- Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue
- Build rapport and elicit problem details from help desk customers
- Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician
- Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution
Other skills
- Ability to advise and to present to one or more customer staff.
- Monitor and control daily service call activity, utilization, inventory levels and service levels.
- Exceptional customer service
- Advanced knowledge in Customer Service Aptitude
- Resolving technical problems with hardware, software and connectivity.
- Troubleshooting customer issues while maintaining agreed upon service levels for customer contact and resolve
- Participate in the configuration and support of internal systems.
- Ability to work effectively with Logistics
- Adherence to assigned schedule
- Adhering to documented policies, procedures and processes for nsc that are specific to the service.
- Clear and concise documentation of all customer interaction within appropriate CRM tool.
- Able to function in a team environment
- Maintain knowledge levels as industry enhancements occur
- Support installation and implementation of connectivity and high-end systems products
- Continuous improvement of service delivery.
Sound knowledge of
- Advanced knowledge in Computer Hardware
- Advanced knowledge in Common Software applications
- Advanced knowledge in Microsoft Operating system
- Proficient knowledge in Printer Hardware
- Proficient knowledge in configuring and troubleshooting networking, wireless and VPN features of end-user devices
- Proficient knowledge in Ticketing software
- Microsoft Office & Office 365 applications
- PCLaptop hardware
- PCLaptop peripherals, including printers
- Mobile devices
Awareness of;
- Active Directory
- Exchange
- Apple OS
- Network and server hardware and components
IT qualifications may include
- A+ Certification; Baseline OEM Certifications which include any of the following, depending on assignment Dell Desktop/Laptop, HP Desktop/Laptop/Printer, Lenovo Desktop/Laptop, Lexmark Printer, IBM Printer, Server +
- PCLaptop OEM Maintenance Certification
- CompTIA A+ Certification
- Microsoft Certified IT Professional (MCITP) certification in desktop area
- Microsoft Office Specialist (MOS) certification
