DSS Field Service

Hi,

Hope you are doing good…!

I am Baiju represented to Applab Systems and I have an excellent job opportunity for you. Please find the below job description and if you are comfortable, please reply or contact me for further discussion.

Job Title: DSS Field Service
Location: Sunnyvale, CA (Onsite)
Job Type: 12+ Months

Job Description:
• Serve as the primary contact for providing senior-level white glove support and problem
resolutions for the Executives and their Assistants
• Establish trust with the leadership team while maintaining confidentiality and privacy in all
dealings with Executives and their data
• Support onsite Executive meetings, and remote webinar style meetings
• Serve as the face of IT on site and participate in business relationship management activities
• Coordinate support between regional site and headquarters
• Server as the local point of contact for suppliers for IT support, equipment and repairs while arranging 3rd party activities
• Collaborate with global IT team to improve processes and enhance customer satisfaction
• Coordinate IT services with shared services inside XXXX and XXXX
• Participate in special projects, both regional and global as needed
• Follow established procedures; create and update documentation; assume ownership of end-user issues and strive to provide excellent service to all business partners
• Perform appropriate issue diagnosis and guide users through step-by-step solutions; clearly and effectively communicate technical solutions in a user-friendly, professional manner
• Visit associate at deskside for hands-on support, as needed
• Administering network accounts - password resets and unlocking accounts
• Build and deploy new hire computers/upgrades and RMA/warranty repairs
• Unpacking pallets/boxes of desktop and laptop computers in large quantities
• Installation of PC operating systems
• Provide Windows account maintenance using Microsoft Active Directory
• Provide support for telephony, including desk and mobile devices
• Application support, including general account creation, password resets, installation and general troubleshooting
• Routinely screen work orders and distribute to appropriate subject matter experts
• Communicate with end-users regarding support ticket status and follow up to assess customer satisfaction level
• Global customer support – supporting associates located outside their region with accommodation to different time zones, as needed
TRAINING RESPONSIBILITIES: (REQUIRED)
• Complete all assigned and required training satisfactorily and on time
• For people managers, ensure your associates attend and complete all required trainings satisfactorily and on time.

MINIMUM REQUIREMENTS:
Education and Experience:
• Associate Degree in Information Technology, Computer Science or equivalent
• OR
• 3-4 years equivalent experience

Knowledge and Skills
• Excellent verbal and written communication skills
• Be able to provide user-friendly support and instruction to computer users
• Maintain strict confidentiality and respect for ensuring network security
• Ability to learn new technical skills and quickly adjust to fast-changing priorities and deadlines
• Experience in a call center environment providing technical support via remote tools
• Possess working knowledge of the configuration, use and troubleshooting of Windows 7, Windows 10, Mac OSX and Microsoft Office 365 products
• Comprehensive understanding of current computer hardware and software technologies
• Understanding of LAN/WAN and Wireless Networks
• Possess working knowledge of the configuration, use and troubleshooting of laptop/desktop hardware and internet applications including browsers, e-mail and VPNs
• Experience with Active Directory, Outlook, Antivirus and Security applications
• Familiarity with supporting and troubleshooting iPhones, iPads, desk phones, mobile hotspots
• Familiarity with using a Mobile Device Management system, including creating accounts, and remote wipe of devices
• Some support may be required outside of regular business hours (weekends, holidays, etc.) as needed

Physical requirements/abilities
• Must be able to lift at least 50 lbs / 25Kg
• Must be able to stand/walk for long periods of time
The statements in this description represent typical elements, criteria and general work performed. They are not intended to be an exhaustive list of all responsibilities, duties, and skills for this job.

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Thanks & Regards,
Baiju Kumar
baiju@applabsystems.com
+1 732-847-2074
Princeton, NJ