2 Candidate Submittal Slots, New High Level Policy
MSP Owner: Rob Finton
Location: Montvale, NJ
Duration: 6 months
skill id: 10584078
Competencies: 6-8+ years experience required
Digital : SAP Field Service Management
IT IS_EUCS_TOOLS_SCOM
Job title: End User Computing - Field Services Engineer
Purpose: This role is the technical face and voice of Enterprise Technology Services (ETS), providing support for all services including End User Compute, P&C, Telephony, Networks, Hybrid Cloud, and Service Operations, as well as support for some products and services .
The Technician receives requests and incidents escalated from Level 1 that requires deeper knowledge to troubleshoot and resolve. The role includes a mix of responsibilities, including general Business As, Usual support, identifying trends in incidents to support problem management, continuous improvement on knowledge management, and on-site field services support.
Primary Accountabilities & Objectives:
• Provide second level support for incoming incidents and requests to Service Operations
• Act as an escalation point for incidents and requests that Level 1 cannot resolve
• Build and maintain advanced skillset/knowledge in troubleshooting ETS services
• Build rapport and elicit problem details from Service Operations customers
• Prioritise incidents and requests according to defined processes to meet SLAs
• Escalation to vendors under existing support contracts, and tracking and documenting vendor compliance to existing SLOs
• Escalate requests and incidents to Level 3 or Product Engineer when required
• Knowledge sharing, including training Level 1 and Level 2 colleagues
• Receive and document knowledge from Level 3 or Product Engineers
• Develop knowledge base articles and FAQs for end users and contribute to technician knowledge base articles as needed
• Identify and learn appropriate software and hardware used and supported by the organisation
• Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined
• Manage on-site, walk-up support requests for hardware and software when required
• Contribute to Transformation initiatives with insights, contextual knowledge, technical expertise, User trial, documentations etc., Project Code :
MSP Owner: Rob Finton
Location: Montvale, NJ
Duration: 6 months
skill id: 10584078
Competencies: 6-8+ years experience required
Digital : SAP Field Service Management
IT IS_EUCS_TOOLS_SCOM
Job title: End User Computing - Field Services Engineer
Purpose: This role is the technical face and voice of Enterprise Technology Services (ETS), providing support for all services including End User Compute, P&C, Telephony, Networks, Hybrid Cloud, and Service Operations, as well as support for some products and services .
The Technician receives requests and incidents escalated from Level 1 that requires deeper knowledge to troubleshoot and resolve. The role includes a mix of responsibilities, including general Business As, Usual support, identifying trends in incidents to support problem management, continuous improvement on knowledge management, and on-site field services support.
Primary Accountabilities & Objectives:
• Provide second level support for incoming incidents and requests to Service Operations
• Act as an escalation point for incidents and requests that Level 1 cannot resolve
• Build and maintain advanced skillset/knowledge in troubleshooting ETS services
• Build rapport and elicit problem details from Service Operations customers
• Prioritise incidents and requests according to defined processes to meet SLAs
• Escalation to vendors under existing support contracts, and tracking and documenting vendor compliance to existing SLOs
• Escalate requests and incidents to Level 3 or Product Engineer when required
• Knowledge sharing, including training Level 1 and Level 2 colleagues
• Receive and document knowledge from Level 3 or Product Engineers
• Develop knowledge base articles and FAQs for end users and contribute to technician knowledge base articles as needed
• Identify and learn appropriate software and hardware used and supported by the organisation
• Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined
• Manage on-site, walk-up support requests for hardware and software when required
• Contribute to Transformation initiatives with insights, contextual knowledge, technical expertise, User trial, documentations etc., Project Code :