Field Technical Support

Infosys Public Services is seeking a Field Support Technician, to join our Team.

Position Description (scope of work or brief narrative):

• The positions of the DSS/Field Services Technician will be to perform troubleshooting, repair, and preventative maintenance of end user computing equipment and peripheral equipment at corporate locations.
• The candidates work on assignments of a diverse scope where analysis of data and hardware requires evaluation of identifiable factors. The candidate exercises judgment with supervision within the generally defined practices and policies in selecting methods and techniques for obtaining solutions and acts as a liaison between customers, departments, and within the organization to lead problem resolution.

Required years of experience, training, technical skills, and other requirements for job performance:

• Work with Team on New Hire setup and deployment
• Coordinate with Local Aerojet Asset Management team on Refresh Schedule with Users
• Work on Incidents and Tasks and Provide break fix assistance
• Provide onsite support to Authorized Users with operational and technical support and to meet specified SLAs
• Resolve incidents and problems associated with EUC equipment
• Perform reactive troubleshooting to effectively identify potential incidents or problems, and attempt to eliminate them to occur in the future
• Support Authorized Uses connecting or attempting to connect to corporate network and assist in the coordination and completion of accessing LAN, print, and file services; connection to WAN; and accessing appropriate LAN segments
• Provide repair and maintenance for mobile devices as needed
• Install, upgrade and repair EUC equipment (desktops, laptops, monitors, and associated peripherals)
• Provide software break/fix services and replacement of non-warranty assets for end users
• Provide network printers and scanner network connectivity, including providing network support for device configuration, for IP addressing, and direct TCP/IP output
• Provide warranty and break/fix support for networked printers and scanners
• Configure and support end users on mobile computing platforms
• Provide VIP support for equipment including desktop devices, mobile devices, display screens, video systems, docking stations, communication devices, direct attached printers, local printers, scanners, wireless networking, etc.
• Create, change, and remove printer configurations and queues based on requests and in accordance with SLAs
• Provide on-site hardware support for general troubleshooting and problems for end user computing technologies
• Provide telepresence and audio video meeting support as needed
• Provide regular, accurate, and timely feedback regarding customer requirements which shall include supervising assignments and maintaining timely communication with sales, operations, and branch office personnel.
• Utilize problem management database and systems to track and report on customer calls and requests.
• Communicate technical information to technical and non-technical team and customers.
• Deskside support services as required.
• Requires 0 to 1 years of related work experience.
• Sound knowledge of imaging tools
• Sound knowledge of data backup and recovery tools
• Installing, upgrading, and migrating to Windows 10
• Deploying Windows 10 in large enterprises
• Configuring hardware and applications • Configuring network connectivity
• Ability to lift up to 50 lbs.
• Monitoring and maintaining systems that run Windows 7 and Windows10
• Configuring backup and recovery Options.

Desired Certifications:

• CompTia A+
• MCSA: Windows 10
• MCSE: Desktop Infrastructure

Educational Requirements:

A Bachelor's Degree in Engineering or a foreign equivalent is required from an accredited institution. Will also consider three years of progressive, relevant work experience instead of every year of education.

The job entails sitting and working at a computer for extended periods. Should be able to communicate by telephone, email, or face-to-face. Travel may be required as per the job requirements.