FS Team Member
Technology / Domain: Deskside Support
Experience Level: 2 to 5 years
Location: Cleveland, OH - USA
Job Description:
i. Communication to a personal computing device (e.g., iPhone, iPad, pager) enabled to receive real-time dispatch notices from the Service Desk;
ii. Monitoring of a Service Desk Ticket queue for dispatched Tickets, checking the queue at least every ten (10) minutes;
iii. Acknowledging the receipt of the dispatch Ticket to the Service Desk within ten (10) minutes after reviewing the dispatch Ticket queue;
iv. Reviewing the troubleshooting information embedded in the dispatched Ticket for familiarization with the end-user issue and to arrive at the end-user’s location with the most appropriate tools and End-User CI replacement parts;
v. Notifying the Service Desk through an established process of the anticipated time of arrival at the end-user’s location.
vi. Perform remote diagnostics with the end-user;
vii. Provide all necessary labor to repair or restore End User CI to normal operations;
Provide all necessary support for the maintenance and repair of local backup and restore capabilities for End-User CIs;
ix. Perform BIOS update, if required and approved by Client;
Conduct asset validation, including end-user profile updates, End-User CI Asset Tag check, model and serial number check, location, etc.
x. Provide onsite support for Conference End-User CIs that reside in conference rooms at Service Locations during team meetings and major events such as conferences and leadership meetings, including:
xi. Connectivity to Local Area Networks (including wireless access points);
xii. Connectivity to projectors and support of projector functionality (including bulb replacements when necessary);
Assistance with obtaining sufficient power strips;
Configuration of audio-visual systems;
xv. Resolution of all incidents related to the performance of End-User CIs residing in conference rooms.