Field Support Engineer

OverviewRole: Field Support EngineerLocation: Frisco, TX / Dallas, TX / Austin, TX (Onsite)Position Type: ContractMinimum Experience: 3-5 years of field support services / desktop supportResponsibilitiesAs an Onsite Support Technician with minimum of one to three years of technical experience in providing quality services to the end users which includes the following key roles and responsibilities:Provide customer facing end-user support that includes:Install and configure desktops, laptops, mobile devices, and associated peripherals and related software.Perform break/fix, desk-side support, IMACD's, data migration, refreshes, etc.Perform onsite updates, configuration changes, or software installations.Provide onsite technical assistance to end users.Identify potential issues that could adversely impact end-user experience and follow through on action steps to prevent.Use the Incident Management System to document and manage problems and work requests and their resolutions and circumventions.Manage the ticket queue and ensure tickets are resolved and closed within the defined service level agreement. Respond to end-user requests for updates on ticket status and promptly follow up as needed.Troubleshoot client software and basic network connectivity problems.Identify, evaluate and prioritize customer problems and complaints.Coordinate with vendors for end-user support (e.g., hardware vendor technicians for warranty repair/replacement).Perform end-user support related security and controls and compliance related tasks such as access reviews, risk assessments, controls verifications, facility inspections, maintenance of verification logs.Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance and upgrades.Provide IT support for on-site or off-site events and meetings including site setup, coordination with venue IT/AV contacts and stand-by support.Provide IT support for disaster recovery and immediate response in the event of emergency situations at local sites.Provide on-call support if required outside business hours on a rotational basis.Provide hand and feet support for network data and voice devices.May train users and operators on a limited basis and/or may write training procedures. Participate in ongoing training and departmental dependently resolve tickets within agreed SLA of ticket volume and time, adhering to quality standards, regulatory requirements and company policies.Work on value-adding activities such as knowledge base updates and management, training freshers, coaching analysts.To ensure positive customer experience and CSAT through first-call resolution and minimizing rejected resolutions or reopened cases.QualificationsBS/BA in Computer Science, Information Systems, or an equivalent combination of education and experience.One to three years of experience in service delivery and end-user hardware and software configuration troubleshooting.Experience with various desktop systems, operating systems, and diverse technical environments.Excellent customer service orientation and verbal communication skills.Experience supporting Windows operating systems, MS Office, VPN, local and network printing, notebooks and mobile devices.Ability to install software and troubleshoot a wide range of applications.Analytical thinking and problem-solving pTIA A+ certification or equivalent.Flexibility to travel to remote sites or clusters.Provide assistance for network-related issues.Ability to lift up to 30 lbs at waist level.Additional RequirementsVaccination compliance: Candidates must be willing to comply with workplace vaccination requirements. Proof of vaccination may be required before joining, depending on site-specific health and safety regulations.Ability to work in rotational shifts between 6:00 AM and 6:00 PM.Healthcare experience: Minimum of 3 years of experience working in a hospital or healthcare environment is mandatory. #J-18808-Ljbffr

Created: 2025-09-21