Field Engineer 3

Field Engineer 3Deskside support of desktops and laptops. Primarily Dell and client in Windows 7 and 10 environment. Break/fix is not in scope, systems are typically under manufacture warranty for hardware issues. IMACD and projects. Department moves, software rollout install and support. Some tablet and or smart phone support for ActiveSync email setup/support. Available for on-call rotation. Schedule is on-call for one week (7x24), off call for three weeks with current staffing levels. Remediation of COTS applications, OS, network connectivity issues, VPN, print configuration. Work with various assignment groups to work issues to resolution. Image systems using SCCM following established processes. Encrypt systems with Bitlocker. Assure antivirus (SEP) installed and functioning. Maintain inventory using Asset Track in conjunction with tickets and quarterly audit cycles. Respond to incidents and requests based on priority and urgency completing within SLA. Communicate with SDC regarding any ticket issues, escalations, routing, availability. Escalate issues to lead technician and/or CSM as needed to avoid issues becoming larger escalations. Maintain ticket closure rate of six calls per day. Keep associates (end users) up-to-date on actions and ETA. Maintaining accurate and up-to-date notes in tickets. Properly categorize tickets and provide detailed documentation in ticketing system (ServiceNow). Timely completion of timesheets and expense reports. Timely completion of required client training.