Field Service Specialist

 Candidate Profile

8-10 yrs. experience in onsite services with experience of working in the manufacturing plants highly desired
Excellent inter-personal skills with the ability to communicate effectively across all layers of an organisation
Ability to learn quickly and provide guidance to junior team members
Works well within a team as well as individually
A self-starter without the need for day-to-day management
Languages – Local language and English

Technical Skills

Proficient in Desktop and laptops – installation and support (Windows as well as Apple devices)
Proficient in installation and support of peripherals – printers, scanners and quality control gauges
Working knowledge, experience of configuring and basic troubleshooting of servers, storage, cabling, switches, firewalls, WIFI access points

Key Responsibilities

Deskside support
Imaging of new laptop and desktop devices using an agreed Windows10/Windows 11 Build
Wiping and re-imaging of desktops and laptops on receipt of devices from leavers and/or returned devices, where the device has been previously replaced due to a fault or failure
Installation, basic configuration and troubleshooting of Apple devices
Installing device drivers, establishing and troubleshooting connectivity to peripheral devices like printers, scanners and other gauges used by the quality control teams
Working closely with the infrastructure, application and network teams to troubleshoot issues in the site
Execution of remedial actions to disable and remote wipe devices reported as lost, unrecoverable or stolen, on the approval of the client
Ensure that all devices are registered within the Client Endpoint Management solution, ensuring devices are compliant with the Client’s endpoint configuration policies
Management and resolution of all incidents and service requests escalated by the ServiceDesk or other resolver groups
Own the resolution of all desktop/laptop related issues that cannot be resolved by the remote desktop support team
Act as the first point of contact for issues raised by the end users, Transfer of Incidents or Service Request to Level 3 support as required to provide resolution, in accordance with the Incident Management process
Management of desktop encryption, desktop anti-virus/anti-malware solutions and other applications deployed on the users’ desktops/laptops. Remediation of exceptions identified in regular reviews and reporting, through follow up with the respective device owners
Management of desktop and laptop configuration issues as required to adhere to the Client’s policies. Remediation of exceptions identified in regular reviews and reporting, through follow up with the respective device owners.
Manage and provide support for the MS Surface Hubs/LogiTech Tap devices and Audio/Visual equipment in the meeting rooms
Providing onsite any issues related to all printers that are escalated to the Service Desk by the Client’s Managed Print Service Provider

Networking & Security

Deploy the Initial configuration on firewalls, switches and Wi-Fi access points and handover to the centralised team for advanced configuration
Work with the remote teams to troubleshoot issues with network connectivity

Datacenter / Server Room Support

Onsite support of hardware and software including installation, testing and maintenance, located within the Client’s Data Centre facilities
Installation and management of firmware updates to hardware devices as required to resolve Incidents and Events or to maintain hardware in accordance with Supplier support lifecycles
Hands and Eyes support for all issues in the data center that cannot be resolved remotely
Management and maintenance of the Data Centre general hygiene, including removal of all packaging, responding to and resolving hardware alerts in a timely manner and escalating any health and safety risks to the Client.
Installations and management within the data center facilities as required to provide power and network connectivity to hardware devices
Co-ordinating with the Client designated partner for the removal and secure disposal of technologies from the Data Centre facilities as required by the Client
Monitoring of environmental conditions (heat, humidity) within the Client’s data center facility during site visits and escalation of any risk to the Client’s facilities team
Monitoring of hardware health through Client provided monitoring tools and regular visual inspections of the Data Centre facilities as and when the onsite team visits unmanned locations
Management of scheduled power down activities, annually, in response to an imminent risk to the Client or from time to time as the Client is required by the landlords of the Client’s offices
Management of support requests to third party providers as required for scheduled maintenance and power down activities