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Customer Engineer 4
Ref No.: 16-02629
Location: Santa Clara, California
Position Type:Contract
Start Date: 04/21/2016
 MUST BE A US CITIZEN!!
Must have:
excellent customer service, written and verbal communication skills
Desktop/laptop, deskside software and hardware support, server smart hands, Must have extensive application and OS troubleshooting skills, along with proficient networking knowledge and skills.
 Manager Notes:
I think I'd like to more specifically define 'experience' with at least 2 years for all categories. Also, the experience should be with larger enterprise account with 600+ users if we can position it that way.  My thought process is that the more users supported from an experience perspective, the more unique type of problems they will have encountered, and theoretically become a more valued candidate.
Required Skills
1.Microsoft Cert Professional,Experienced
2.Hardware Problem Solving & Debug,Experienced
3.Software Problem Solving & Debug,Experienced
4.PC/Workstation Hardware,Experienced
5.Software Distribution,Advanced
6.PC/Workstation Software,Experienced
7.Networking/Communications Software,Experienced
8.Server Hardware,Experienced
9.Hardware Installation and Support,Experienced
10.Spreadsheet Software,Experienced
11.Word Processing Software,Experienced
12.Desk-side Software Support (DSS),Experienced
13.Source Control (software change and configuration management),Advanced
14.Mobile/Handheld Hardware,Experienced
15.Mobile/Hand-Held Portable Device Software,Experienced
16.Communications Software Administration,Experienced
 
Position:          On-site Technician (1 & 2)
Supervisor:      Technical Lead
 
Summary:
The On-site Technicians 1 and 2 are primarily responsible for providing Tier 2 support of assigned Service Desk tickets, maintenance for the desktop computing environment, and end user satisfaction of the desktop systems.  This includes installing, diagnosing, repairing, maintaining, and upgrading all Desktop hardware, software, and equipment to ensure optimal workstation performance.. Additional responsibilities include IMACD and Smart Hands support for the Data Center and infrastructure as well as backup of Service Desk activities detailed in the Service Desk SOW Project responsibility for projects requiring technician assistance. This position requires a self-motivated, flexible and dependable team player with the ability to adapt to flexible work hours.  
 
Skills:
§  Excellent technical knowledge of PC and desktop hardware,
§  Excellent technical knowledge of PC internal components.
§  Hands-on hardware troubleshooting experience.
§  Working technical knowledge of current technologies, protocols, operating systems, and standards, including Windows 7, MS Office 2010, Internet Explorer, mobility, iPhone, Android, VDI, VPS, LAN, WAN and basic networking protocols and standards
§  Ability to operate tools, components, and peripheral accessories.
§  Able to read and understand technical manuals, procedural documentation, and OEM guides.
§  MCDST certification
§  A MCSE certification is desirable
§  A+ certification
§  OEM certifications (Dell, Compaq, Client, etc.), other certifications and/or training as required including completion of CIR5 Core Training
§  General knowledge of desktop hardware and software including working knowledge of Microsoft applications
§  Ability to test PC, servers and associated peripherals and/or low end document processor products
§  Ability to resolve complex problems as required.
§  Basic mechanical skills and understanding of electro static discharge (ESD) procedures
 
Degree:
§  High School Graduate and a Minimum of 3 years related experience
§  Bachelors in the field of computer sciences preferred
                                                         
Responsibilities:
§  Operations Management
o    Perform onsite analysis, diagnosis, and resolution of complex desktop problems for end users, and recommend and implement corrective solutions
o    Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software in order to deliver required desktop service levels.
o    Assess the need for and implement performance upgrades to PC boxes, including the installation of CPUs, I/O and NIC cards, hard disks, ribbon cables, hard drives, RAM, memory chips, CD-ROMs, and so on.
o    Collaborate with LAN technicians/network administrators to ensure efficient operation of the company's desktop computing environment.
o    Where required, administer and resolve issues with associated end-user workstation networking software products.
o    Receive and respond to incoming calls, pages, and/or e-mails regarding desktop problems.
o    Answer to and perform moves, adds, and changes (MAC) requests as they are submitted by line managers.
o    Ensure that physical desktop connections (i.e. RJ-45 Ethernet jacks, RJ-11 telephone modem jacks, connectors between PCs and servers, etc.) are in proper working order.
o    Prepare tests and applications for monitoring desktop performance, then provide performance statistics and reports.
o    Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring desktop operations.
o    Develop and maintain an inventory of all desktops, laptops, monitors, keyboards, hard drives, modems, network cards, and other components and equipment.
o    Accurately document instances of desktop equipment or component failure, repair, installation, and removal.
o    If necessary, liaise with third-party support and PC equipment vendors.
o    Maintain and update the desktop environment Definitive Software Library (DSL)
o    Assist with Smart Hands support for Data Center and infrastructure as needed.
o    Provide Project support as needed.
o    Assignments range in complexity from basic troubleshooting and repair to complex problems and device repair.
 
§  Customer Interface
o    Excellent customer support and interpersonal skills
o    Follow up with key clients regularly throughout the issue resolution process to provide smooth communication.
o    Provide timely and comprehensive status reports that maintain service level agreements
o    Provide up-to-date information to clients in response to specific inquiries
o    Develop follow up methodology for commitments prior to requested date.
o    Provide advance notifications to management regarding potential issues before they occur.
§  Acquisition and Deployment
o    Conduct research on desktop products in support of PC procurement and development efforts. Evaluate and recommend products for purchase.
o    Write technical specifications for purchase of PCs, desktop hardware and related products
o    Maintain Desktop environment Asset Records including Software Licensing
 
§  Communication
o    Innovative self-starter with excellent communication skills
o    Facilitate effective two-way communication with staff members and management
o    Ability to present ideas in a user-friendly language
o    Understand and align to the organizations goals and objectives
o    Analytical and problem-solving abilities, with keen attention to detail
o    Experience working in a team-oriented, collaborative environment
o    Strong customer-service orientation.
o    Attend weekly staff meetings and provide input on status reports
o    Document issue resolutions clearly and accurately
§  Security and Safety
o    Maintain a business oriented and professional work environment.
o    Adhere to all basic safety standards according to Customer's requirements.
§   Personnel
o    Attend performance planning sessions with Technical Lead on a regular basis to manage work plans
o    Work with Technical Lead on formal performance evaluations and education plans that address job performance as well as professional growth