Field Service Operations Level 2+ with Smart Hands

The FSO Level 2 with Smart Hands role encompasses technical responsibilities, including overseeing daily operational tasks and project coordination. Proficient in troubleshooting Hardware and OS related issues for deskotps/laptops (Window Image). Provide physical hands and feet support for Network and Data center devices basis guidance received from customer L3 teams. Follow customer approved Incident Management and Service Request procedures to ensure issue resolution within said SLA’s. Ensure Customer Satisfaction is managed through every touch point (Incident & Service Request). Work with customer IT to support physical movement of EUC devices within a location.

Key Responsibilities:

• Technical Support and Configuration: Provide hands-on technical support, including direct console access to devices for configuration. Possess knowledge of Telecom connectivity kits (Cat cable punching tool, MDF punching, etc.) and different types of Ethernet and fiber cables. Follow cabling standards (TIA-568 standard) and use fiber testing equipment.
• Break-Fix Activities: Perform break-fix activities, including repairing or replacing faulty equipment and software according to OEM recommendations. Handle peripheral cabling, such as patch cables used to connect wall blocks and line interface units.
• MACD Tasks: Execute Moves, Adds, Changes, and Deletes (MACD) tasks, including adding or removing CSU/DSU, out-of-band access devices/modems, routers, switches, firewalls, and their modules and cards (chassis-based or non-chassis-based).
• Rogue Device Identification: Identify rogue devices by tracing cables from the switch to the end location.
• Configuration Management: Wipe configurations and ensure devices are set up according to standards.
• Documentation: Use MS Visio to create applicable documentation and possess security and network-related knowledge to perform these tasks.
• Customer Service Excellence: Provide exceptional customer service, acting as an escalation point for critical situations. Lead the development of reliable methods and implement desktop support improvements using Continuous Improvement principles.
• Performance Metrics and Improvement: Develop and monitor metrics related to efficiency, functionality, and stewardship. Ensure the team meets defined Service Level Agreements (SLAs) and expected deadlines, minimizing and evaluating breached and pended tickets.
• Inventory and Asset Management: Maintain an adequate spare parts inventory of hardware and supplies. Use Continuous Improvement methodology to manage par levels and maintain a current inventory listing of PC hardware across the environment.
• Technical Recommendations: Recommend, test, and specify PC hardware and software as technologies advance.
• Collaboration and Partnerships: Develop partnerships with other IS teams to ensure efficient, effective, and timely delivery of IT services.
• Support Plan Management: Manage the support plan for Satellite PC Technicians to ensure regular visits and consistent support.
• Daily Huddle Facilitation: Facilitate daily huddles and ensure the visibility board is current, including metrics and escalated issues.

Additional Responsibilities:

• Policy Enforcement: Create, understand, and enforce policies to ensure compliance and consistency within the team.
• Resource Coordination: Coordinate resources effectively to meet project and operational demands.
• Incident Management: Serve as an escalation point for any Desk Side-related incidents requiring management involvement or review.
• Vendor Coordination: Coordinate with third-party vendors and manage vendor relationships to ensure seamless service delivery.
• Service Request Management: Handle service requests, including expedited and standard service requests, ensuring timely resolution and compliance with SLAs.

Job Types: Full-time, Contract

Pay: $3,700.00 - $3,900.00 per month

Work Location: On the road

Salary : $3,700 - $3,900