What are the responsibilities and job description for the Field Services Engineer position at D4C Dental Brands?
D4C Dental Brands is currently looking for a Field Services Engineer to provide support in our South Carolina region. Candidates must either reside in South Carolina or be willing to commute to the state to be considered for the position.
Working Conditions / Physical Demands :
Office Environment
Travel required : up to 70%
Job Summary :
The Field Services Engineer is a mobile technical expert responsible for providing hands-on support for complex desktop, network, and application issues. This role will closely collaborate with our Tier 2 end user support team, serving as their field-based escalation point, which is essential for the seamless resolution of critical incidents. This support plays a vital role in fulfilling the company's mission of helping children achieve a lifetime of great oral health.
Major Duties and Responsibilities :
- OnSite Incident Resolution : Travel to locations to resolve escalated technical issues that cannot be addressed remotely. Troubleshoot and fix hardware, software, network connectivity, and user account problems.
- Tier 2 Team Collaboration : Partner effectively with the Tier 2 end user support team, providing technical expertise, conducting onsite assessments, and facilitating problem resolution while ensuring comprehensive communication and updates on cases.
- Tier 2 Knowledge Transfer : Share insights from the field with the Tier 2 team to enhance their remote troubleshooting skills and expand their technical knowledge base.
- Equipment Installation and Configuration : Install and configure hardware (such as desktops, laptops, printers, etc.) and relevant software and network settings.
- Documentation and Reporting : Maintain detailed records of onsite visits, troubleshooting steps, and issue resolutions within the IT ticketing system to ensure knowledge sharing and efficient support tracking.
- Project Participation : Assist with IT projects by performing onsite tasks for hardware deployments, software upgrades, network configurations, or infrastructure changes.
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