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Field Engineer 2
Ref No.: 17-03622
Location: Englewood Cliffs, New Jersey
Start Date: 06/19/2017
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