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SalaryField Service Specialist - Job Description
JOB SUMMARY
As a member of the Field Services team the candidate will provide onsite IT support to a financial services client with very good customer service, technical expertise and timeliness in a client/3rd party environment. This position has frequent contact with users, peers and managers primarily face to face as deskside support for service requests and on-site incident resolution. The candidate will work in a team environment with a collaborative approach to resolving customer problems and supporting other members of the Site Services department. The candidate will also provide smart-hands support to other IT teams including but not limited to Audio Visual, Network, Server and print services.
Prerequisites for all candidates:
1) Minimum five years experience in a deskside/Field Services/site support role
2) Good standard of spoken and written English
3) Experience of working with European or US-based multinational corporations, preferably financial services
4) Minimum experience 5+ years in Field Service support in a Microsoft technology environment (knowledge of Apple Mac support an advantage)
5) Eligible to work in the target country
6) Must be prepared to work 5 days per week onsite (not remote)
7) Participate in shift rotas (office hours) and on-call rota (out of hours)
8) Must be prepared to join rota to cover public holidays when required
Essential Duties and Responsibilities
Researches, resolves and responds to complex questions received via telephone calls or escalations, and provides support on services in accordance with current standards.
Follows up with user to ensure problem is resolved satisfactorily.
Acquires and maintains knowledge of relevant product offerings, current support policies, and methods of support delivery, in order to provide technically accurate solutions to users.
Develops and provides technical coaching and mentoring to other desktop services staff and company associates
Installs new or upgraded hardware/software as assigned via service requests.
Coordinates installation with the user and follows up to ensure customer satisfaction
Must be able to manually lift up to 15kg when moving and repositioning personal computers and ancillary equipment
Participate in team projects as requested (upgrades/rollouts)
Use of IT ticketing systems to respond to end user issues
Videoconferencing experience including operation, call set-up and equipment
Smart-hands support to 3rd line remote teams
Technical Skills and Personal Abilities
Strong analytical and troubleshooting skills
PC hardware troubleshooting (Dell/HP/Lenovo)
MS Windows build and support
Apple Mac build and support is an advantage
Software installation/troubleshooting
Experience performing technology refreshes
Mobile device support (iOS/iPhone/iPads) - excluding warranty hardware repair
Experience in working with third party client managed mobile applications
Asset tracking - Weekly tracking of New/Deployed Asset, Lost/Stolen Assets
Stock room management
Basic support in Video conferencing equipment
Hands on experience in Server Side Workstation maintenance like upgrading and patching activities.
Basic Knowledge of Network & Telephony Support
Demonstrate initiative and act independently to resolve problems
Ability to work with customers and achieve successful outcomes in handling difficult situations
High level of personal integrity with accountability for results
Customer focused - Customer is attitude
Detail oriented
Education/Expertise
Technical degree (BSc or MSc)
Minimum 5 years of experience in hardware, software and basic network troubleshooting in a Deskside/Field Service support environment.
Technical Certification will be an added advantage
