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Field Services Engineer
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- The Level 2 technician is responsible for providing technical support and assistance in the management, monitoring, and troubleshooting of network infrastructure, end-user computing and server devices.
- Confirm Dell's Advisory Diagnosis (if not, help Dell accurately diagnose the fault).
- Update the internal Global Service Centre (“GSC”) with ticket status information for purposes of demonstrating compliance with issue response and resolution, logging daily activities and documenting solutions.
- Install, configure, and support desktops, laptops, virtual machines, mobile phones, VOIP products, servers, back-up systems and miscellaneous devices.
- Function as primary point of contact and communication with end-customer from assignment of the ticket to successful resolution of issue, including scheduling work and keeping the end-customer along with the internal GSC aware of work status and solution progress.
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