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Field Engineer 2
Ref No.: 17-05739
Location: Englewood Cliffs, New Jersey
Start Date: 09/25/2017
Role: Field Engineer 2 (MVR must be included in DBI for any FE role)
End Client: Unilever
Location: Englewood Cliffs, NJ
Specific Address: 800 Sylvan Ave, Englewood Cliffs, NJ 07632
Positions: 1
Duration: 7 to 8 months (possible extension)

U.S. Citizenship: YES
Certification Required: YES – Must have A+ certification
Driving: NOT required for the role, but we must run MVR

Important Notes:
Client is looking for a candidate that has an excellent skill-set in both repair and people skills
5 or more years of experience in a hands-on desk side support role required (do not submit Help Desk candidates if they've not provided hands on, face to face support in a corporate setting)
High School diploma or GED required
The General Duties:
• The role of the Lead Technician is to ensure that the overall BSC service is both managed and that SLAs are met.
The Lead Technician must ensure that customer service / customer satisfaction are maintained. This is achieved by ensuring that the BSC walk up is manned, queues managed and that machines are delivered to customers within the agreed timelines.
• Walk-up: Users 'walk up' to the BSC kiosk where a technician will be available to support incidents, queries and laptop installation pickup. A stock of parts will be maintained in order that users benefit from same day fix (in most cases) at the BSC as opposed to waiting on a next day warranty part delivery. This will enable a reduced MTTR for users utilizing the BSC service.
• General Hardware Troubleshooting and Break/Fix repairs of Laptops, Desktops Troubleshoot and resolve software issues to maintain business continuity
• Perform New hardware upgrades/installs including Data Backup/Migration in a Laptop and Desktop environment
• Managing Objects and User Accounts in Active Directory
• Ability to work independently in managing Customer Service Requests in order to meet Service Level Agreements
• Maintaining a Professional demeanor at all times in providing outstanding Customer Service and Support to our End User Community
A+ Certification required
1+ Years of VIP Support Experience