What are the responsibilities and job description for the Lab Engineer position at Worksighted?
We are looking for a Lab Engineer who will be responsible for the creation of new user accounts as well as the associated deployment of client devices (computers & mobile devices) both in-house as well as remotely, utilizing support tools and automation to effectively and efficiently complete those tasks. Additionally, this position is responsible for the troubleshooting of hardware & software related issues that impact the client’s ability to properly utilize their equipment, which may require engagement with hardware or software vendors as well as the re-deployment of existing client devices.
Who You Are:
- You have a High School Diploma or GED equivalent.
- You have one (1) to two (2) years of experience in Information Technology.
- You have a basic knowledge of user account creation and management, computer hardware, mobile devices, software, and operating systems.
- You have the ability to work with others and to communicate effectively in a positive and constructive manner.
- You have a customer-first orientation and the ability to seek information and assistance.
- You are able to make decisions quickly and in a fast paced environment.
What You’re Accountable For:
- Setting up of new user accounts, computers & mobile devices accurately and efficiently, meeting, or exceeding client delivery deadlines.
- Analyzing and repairing hardware and software malfunctions.
- Interfacing with third parties (i.e., Dell) to facilitate manufacturer and vendor support.
- Unboxing, boxing, and preparing equipment for shipping, delivery by a Worksighted team member, or client pick up.
- Communicating with clients and team members regarding customer equipment pick up and drop off.
- Working & communicating directly with clients over the phone, via email, PSA, chat, or in person to solve technology needs and challenges promptly.
- Maintaining a physical presence in Worksighted offices and providing front office coverage as part of a rotating schedule.
- Adhering to all policies, processes, expectations, and SLAs to ensure client needs are addressed and proper documentation of time, work completed, and communication to clients and vendors is completed.
- Creating and updating client environment documentation required to complete accurate account & equipment setup.
- Meeting or exceeding the minimum standard for device deployments & CSAT ratings.
- Maintaining accurate and up to date notes, statuses and next dates on assigned service tickets.
- Recording, reviewing and submitting daily timesheets detailing work performed and time spent.
- Any other duties and tasks that are required by the Company.
What You’ll Use:
- ConnectWise
- ITGlue
- ScreenConnect
- Azure
- Active Directory
- Microsoft 365
- General PC Troubleshooting
- IOS/Android Devices
