Overview

The Onsite Support Engineer is responsible for addressing and resolving customer queries on technical issues relating to their assets. Support helps to provide customers with the highest level of service and support while continually developing their knowledge of the supported product range.

Support also plays an active role in relations with partners and manufacturers

Responsibilities

The Onsite Engineer provides end-user Onsite Support and will resolve issues that cannot be resolved remotely. Onsite support must lead to higher local resolution of incidents and requests, and improved productivity / improved customer satisfaction.

All round IT professional with good communication skills, Maintains and build relationships with end-users on location

• IT professional with good communication skills
• Onsite involvement in hardware inventory tracking and registration of all assets used

• Perform onsite Installation, Moves, Adds and Changes (IMAC) as requested by users on sites.
• Providing a customer focused IT support to the business, ensuring a responsive and informed service and coordination of site related IT activities
• Active user interaction and handling of IT related user questions and issues during site visits.
• Coordination and resolution of local site issues and General & local facilities
• Identifying recurring incidents and be proactive in proposing resolutions to reduce the number of incidents, where possible (Local Incident) Mgt.
• Manage incidents on campus site level

• Field incoming help requests from end users via both telephone and work orders in a courteous manner
• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue
• Build rapport and elicit problem details from help desk customers
• Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician
• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution

Qualifications

Work Experience: More than 24 months

Other skills : Ability to advise and to present to one or more customer staff.

• Monitor and control daily service call activity, utilization, inventory levels and service levels.
• Exceptional customer service
• Advanced knowledge in Customer Service Aptitude
• Resolving technical problems with hardware, software and connectivity.
• Troubleshooting customer issues while maintaining agreed upon service levels for customer contact and resolve
• Participate in the configuration and support of internal systems.
• Ability to work effectively with Logistics
• Adherence to assigned schedule
• Adhering to documented policies, procedures and processes for nsc that are specific to the service.
• Clear and concise documentation of all customer interaction within appropriate CRM tool.
• Able to function in a team environment
• Maintain knowledge levels as industry enhancements occur
• Support installation and implementation of connectivity and high-end systems products
• Continuous improvement of service delivery.

Qualification : Sound knowledge of:

• Advanced knowledge in Computer Hardware
• Advanced knowledge in Common Software applications
• Advanced knowledge in Microsoft Operating system
• Proficient knowledge in Printer Hardware
• Proficient knowledge in configuring and troubleshooting networking, wireless and VPN features of end-user devices
• Proficient knowledge in Ticketing software
• Microsoft Office & Office 365 applications
• PC\Laptop hardware
• PC\Laptop peripherals, including printers
• Mobile devices

Awareness of;

• Active Directory
• Exchange
• Apple OS
• Network and server hardware and components

IT qualifications may include:

• A+ Certification; Baseline OEM Certifications which include any of the following, depending on assignment: Dell Desktop/Laptop, HP Desktop/Laptop/Printer, Lenovo Desktop/Laptop, Lexmark Printer, IBM Printer, Server +
• PC\Laptop OEM Maintenance Certification
• CompTIA A+ Certification
• Microsoft Certified IT Professional (MCITP) certification in desktop area
• Microsoft Office Specialist (MOS) certification