Description:

• As a Field Engineer, your primary responsibility will be installing, diagnosing, servicing maintaining computer-related products which may include but are not limited to desktop and laptop computers, printers, standard software, and networking devices (smart hands).
• When in support of ITO engagements, you will be recognized as desk side support specialist.
• You may be directed by Help Desk, Service Desk, or script using standard methods, techniques, and tools.
• You will handle more complex products, problems, and/or projects and may provide technical guidance to lower-level engineers.
• You may function as a team or on-site leader as necessary.

• You will provide technical support to customers in solving technical problems that occur during the installation or operation of company supported products.

Responsibilities:

• May function as team or site leader providing direction to other technicians
• May support networking products via smart hands
• May have project management responsibilities for smaller projects
• Possesses other, high skilled, specialized technical skills
• Provides support for software and hardware support for desktops, laptops and servers (smart hands)
• Installs and maintains PCs and associated software and peripherals
• Performs installs, moves, adds and changes as required
• Tests and certifies PCs and client approved applications
• Provides follow-up on problems or escalation
• Maintains a high degree of professionalism in actions, demeanor and dress
• Ensures customer satisfaction throughout the service delivery transaction
• Ensures client specific Service Level Agreements are met and incident and request tickets are updated accordingly within the ticketing system
• Understands scope of work for client and performs only tasks that are within scope; out of scope tasks would be escalated to CDE, CSM or SDC.