Posted on 21 April 23 by Mark Apruzzese
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L1 - L2 (45k - 80k) Onsite - based off experience
he Field Service Engineer is responsible for delivering first class service, advice and technical support to ACT clients, through the highest standards of customer service, efficiency, knowledge and integrity. This includes working daily advanced support incidents and requests focusing on desktop and light server troubleshooting, hardware/software installation from our Remote Service Desk. The candidate will interface with high profile clients from multiple industries daily thus requiring the highest level of presentation, communication and professionalism.
The ideal candidate is responsible for providing our clients with best in class service for any and all desktop-related issues they may have. The Service Desk Analyst will be supporting clients remotely over the phone and utilizing remote connection tools from one of the ACT offices
Maintain a high level of customer satisfaction from work performed
Maintain a high level of communication both written and verbal, which includes service ticket ownership to ensure issues are resolved in their entirety, and the end user is satisfied
Experienced in resolving end user incidents and requests
Communicate and collaborate with Service Desk escalation technicians and engineers to solve
Document time and notes in each service ticket as the work is happening.
Work with and follow up with vendors and partners concerning their product and service issues
Using a strong attention to detail, identify opportunities for improvement the client experience to reduce support calls
Build rapport and elicit issue details from end users
Troubleshoot and resolves issues following ACT standards and industry best practices
Identify issues that should be recorded in a global and client specific knowledgebase
Perform other duties as assigned
Maintain an ambitious attitude towards learning and training for products both ACT specific and industry wide.
Exceptional knowledge of Windows 10, 8 Operating System troubleshooting and configuration
Exceptional knowledge of the MS Office Suite including Office 365 installation and administration, configuration, and troubleshooting required
Active Directory Administration
Experience working a service desk ticketing system (Autotask, ConnectWise, etc.)
Exceptional NTFS Administration required
Citrix & VPN administration & troubleshooting required
Experience troubleshooting Microsoft Distributed Name Space (DFS)
Experience troubleshooting Group Policies, DNS
Experience troubleshooting file and print services
Desktop software installation, configuration, and troubleshooting
Strong MDM Support and administration required
Experience with VoIP administration
Experience with Enterprise Antivirus and Spyware software
macOS experience a plus
College diploma or University degree in the field of Computer Science or equivalent
3+ years working in a support, service, or Tier 1/2 service desk role
Exceptional customer service orientation
Experience working in a team-oriented, collaborative environment.
Knowledge of financial business level technologies
Exceptional written and oral communication skills
Strong documentation skills
Demonstrated empathy skills
Ability to absorb and retain information quickly
Ability to present ideas in user-friendly language
Highly self-motivated and directed
Sharp attention to detail
Proven analytical and problem-solving abilities
Capable of Multitasking in a high pace environment, effectively and efficiently.
Ability to effectively prioritize and execute tasks in a high-pressure environment
Ability to work under a moderate noise level (i.e., working on an open floor with printers, telephones, and computers; or working in a datacenter)
Ability to be flexible and successfully respond to multiple work pressures
Willing to work extra hours as needed; including late nights and weekends
Sitting or standing for extended periods of time
Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components.
Potential Travel to client sites as needed.
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Skills / Experience