Desktop Field Support Technician

Join Us AS Desktop Field Support Technician

Company: Cynet Systems

Job description: Job Description:Pay Range: $19hr – $24hrResponsibilities:

Accurately testing, identifying, preparing, repairing, resolving, and documenting end-user technical issues relating to Desktop support.
Devices include, but are not limited to, Desktop PC, Micro PC, Thin Client, Laptop, Tablet, Smartphone, Desk equipment, Cabling, Comms patching, Printers, MFDs, and basic network connectivity.
Hands-on role, expected to provide 2nd line IT support to the business community, ensuring that all requirements are met within the agreed service level agreement.
Customer ticketing is worked upon to ensure the timely delivery of service, along with regular, professional, user-facing updates.
To provide infrastructure administration functions.
Providing on-site cover as part of a shift arrangement.
Support in line with contracted business working hours.
Provide site support in remote offices when required.
Troubleshooting and resolving software issues; OS Imaging/reimaging and associated systems administration activities.
Taking ownership of issues through to resolution on all appropriate requests.
Categorize and prioritize end-user support requests and service requests by utilizing a Customer ticketing system to track tickets and provide up-to-date status and information.
Ensuring regular customer interaction to adhere to updated SLA’s and high levels of customer service.
Providing daily ticket updates to ensure users are fully updated on the updates.
Move equipment associated with service requests, in line with health and safety guidelines.
Performing asset inventory activities as needed.
End-user training and guidance on the use of hardware and software.
Recommends and/or performs upgrades to end-user devices.
This position requires the ability to work in a BAU and/or project-based environment, requiring flexibility and teamwork.
Performs other duties as assigned.

Technical Skills:

Excellent skills in user IT infrastructure Desktops, Laptops, Printers, Handhelds, Smartphones, etc.
Strong technical skills in Microsoft Windows 11 (including legacy versions), Office 365, Teams, Google, Service Now, and other well-known applications.
Administration experience of Azure, Intune, MS Active Directory users & groups, policies and management concepts.
Basic known workings of LAN technologies and hardware.
Ability to support technical video conferencing equipment.

Skills Required:

Capable of installing, removing, maintaining, monitoring and inventorying vehicle technology.
Must possess a diverse skill set that enables them to address a wide range of issues independently.
Meet all Service Levels specified and be able to support and meet the requirements specified in the relevant Job Profile and/or their Contingent Person’s Assignment.
Capable of troubleshooting issues with an end-user device, including all hardware, operating system, driver, or client application challenges.
Capable of deploying or redeploying required OS images and builds (as well as, future images/builds) on compatible legacy hardware (Example: Win10, Win7, etc.).
Capable of virtual desktop activities, such as capacity planning, monitoring, provisioning, image maintenance, persistent and nonpersistent multisession tuning and management, cost optimization, and incident management coordination with business owners.
Capable of ensuring device health is monitored, reported and remediated (DEX).
Capable of maintaining OS currency using established processes, leveraging Service Rings.
Capable of performing Routine Technology Health Checks and capable of providing in-person services for items in the relevant service catalogue.
Capable of performing semi-annual tests, required remediation, and validation reports for the Code Blue emergency safety feature installed in vehicles, according to the Customer’s testing procedures provided to Supplier.
24×7 availability, to be provided for the duration of the Major Incident.
Capable of offering remote and on-site technical services (proactive and reactive), Smart Hands to the Customer and its associates.
Capable of supporting mobile devices support such as: Persona management, application access, device enrolment, OS maintenance, and Device Firmware Updates (DFU).
Possess the skills, qualifications, and experience necessary to perform the Contingent Person’s Assignment Work to high professional standards.
Have, as a minimum, the skill proficiency level, qualifications, and experience outlined in the relevant Job Profile, in the core skills for that Job Profile.
Maintain current versions of the technical certifications listed for the relevant Job Profile and stay current with technology updates relevant to that Job Profile.
Digital-first and AI enabled resolution strategy through multiple operational strategies at Customer locations with potential visits to other office locations.
Event Support: Audio and Video Readiness, Event Planning, Communications.
VIP/Exec level support capability.
Onsite and Field IT Operations: Vehicle Technologies, Smart Hands, Legacy Technologies, Storm Recovery Operations.
IT Software/Hardware Asset Management.
Issuing and acting on IT Incident and Request tickets that require higher trained individuals, including advanced software, hardware, and server related, etc.