What are the responsibilities and job description for the Technical Support Specialist Desktop Engineer I position at LanceSoft?
Job Duration : 3 months
Essential Functions
Provide desktop level troubleshooting and remediation.
Support onsite IT activities as assigned.
Ensure all incidents and requests from assigned sites are captured in the corporate service management system.
Follow and champion corporate procedures for escalation of unresolved incidents / requests to the appropriate internal IT teams.
Provide timely and accurate updates to hardware assets using corporate service management system.
Roles & Responsibilities
Perform analysis and diagnostics of problems and implement corrective solutions for end users.
Provide on-site or remote technical support services for end users and act as next level escalation point which are not first call resolved through the IT Service Desk.
Install, configure, test, maintain, and troubleshoot end user workstations, IP Phones and related hardware and software.
Assist with server, network and audio / video equipment installations, troubleshooting and movement of existing equipment of these types when necessary.
Assist with troubleshooting mobile devices for on-site and / or travelling users.
Assist with server, network and audio / video lifecycles
Escalate unsolved issues / problems to tier 3 support team.
Document the situational facts, activities, communication and agreements during troubleshooting activities.
Manage equipment inventory and keep administration of all equipment, their location and status.
Perform physical asset validation.
Participate in small / short-term projects supporting business activities, technology upgrades, rollouts, etc.
Deliver enterprise level IT services to internal customers.
Take ownership, manage and prioritize all IT issues for assigned customer base in a geographical dispersed region from the first report to the final resolution.
Maintain a high level of communication with the customer to include prompt and accurate information on the status of their incident / request.
Provide detailed instructions to the client via phone, email, and chat, until their incident has been resolved.
Be highly motivated to meet the needs of a demanding customer base across a geographically dispersed region.
Collaborate at a high level with peers and other IT teams to ensure a consistent approach to incident and problem resolution is maintained throughout the organization.
Ensure the Field Services Technical Support Manager is updated on a regular and consistent manner on local activities and issues.
Preferred Qualifications
Basic understanding of Manufacturing processes and familiarity of associated safety and risks
