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Field Engineer
Ref No.: 17-06853
Location: Englewood Cliffs, New Jersey
Position Type:Contract
Start Date: 10/24/2017
Job Category:IT - Infrastructure HelpDesk / Desktop Support
Job Description:
Day to Day Work: Deskside Concierge Support.

Required Skills:

· English, Experienced
· Problem Solving, Advanced
· A+ IT Technician, Experienced

The Job Description of the expectations from a Concierge type role is as follows:

1. Greet Customer entering Tech Cafe´ & ask them what they can be of assistance.
2. Ask basic questions to ascertain the reason for the visit.
3. Open a service ticket on behalf of the customer entering the required ticket attributes and recording the customer issue, question or request.
4. If Customer request is for a consumable (e.g. keyboard, mouse) then the Concierge will follow the Clients pre-defined process to provide the consumable.
5. If the Customer request is non-technical or educational in nature (e.g. who do I contact?, where do I find?, how do I reset my password) then the Concierge will answer the question or suggest to the Customer to use the Self-help terminal and assist or demo its use when needed.
a. If the question or issue could not be resolved then the Concierge will assign the ticket to a Tech Cafe´ CE. If no CE is immediately available then the Concierge will suggest to the Customer to wait in the waiting area and provide an estimated waiting time.
6. If the Customer request is for technical assistance then the Concierge will assign the ticket to an Engineer.
7. If no Engineer is immediately available then the Concierge will suggest to the Customer to wait in the waiting area and provide an estimated waiting time.
8. The Concierge will manage the waiting queue so that the next Customer in the queue is assigned to the next available Engineer, moving the ticket between the Engineers as required.