What are the responsibilities and job description for the Support Engineer (TOUGHBOOK SUPPORT) position at Diverse Lynx?
Job Description :
- Must have experience in Handling TOUGHBOOK
- Minimum 4-6 years of experience in supporting GETAC Toughbook / Rugged Case Laptops, preferably in a mobile technology environment.
- Strong experience in remotely supporting GETAC / Client Toughbooks and other business users and troubleshooting issues efficiently.
- Experience with SIM card activation processes and experience in configuring SIM cards for Toughbooks devices.
- Proficiency in downloading drivers from Getac's website and remotely installing them on Toughbooks devices.
- Excellent technical troubleshooting skills for Toughbooks hardware, software, and connectivity problems.
- Knowledge of mobile network technologies and the ability to diagnose and resolve network-related issues.
- Strong documentation and organizational skills to maintain detailed records and update knowledge base article.
- Effective communication skills to provide clear instructions and support to Toughbooks users.
- bility to work independently and prioritize tasks to meet support service level agreements (SLAs).
- proactive and customer-focused attitude, striving to deliver exceptional support and user experience.
- Experience in handling calls as part of IT Service model by maintaining Average speed to answer (ASA), First call resolution (FCR), CSAT
- Participate in Major incident management process.
- Familiar with Incident management, Change management, Problem management, Service Request
- Familiar operating with ServiceNow ITSM tool
- Basic knowledge on Asset tracking and updates
- Good knowledge on mitigating vulnerabilities and patching device
- Participate in Hardware and OS refresh activities.
Diverse Lynx LLC is an Equal Employment Opportunity employer. All qualified applicants will receive due consideration for employment without any discrimination. All applicants will be evaluated solely on the basis of their ability, competence and their proven capability to perform the functions outlined in the corresponding role. We promote and support a diverse workforce across all levels in the company.
