TECHNICAL SERVICE ENGINEER EXPERT – VDI SUPPORT
Fujitsu
Heredia, Heredia, Costa Rica
hace 3 días

Key Accountabilities

Provide Level-2 and Level-3 technical support for supported desktops, laptops, and peripherals. This includes the following activities :

  • Installing, supporting, and troubleshooting approved computing software
  • Provide troubleshooting for supported hardware and escalate when local support is required
  • Correctly route incidents and requests in a timely manner to proper support tiers
  • Provide support services to employees with technical problems and information technology issues involving desktop, laptops, network services from local personnel or from employees using network remote access tools
  • Ensure team’s performance in timely resolution of problems or escalation on behalf of the customers to appropriate technical personnel
  • Provide higher level technical support serving as an experienced service engineer who can guide team members with incident resolution and customer escalations
  • Utilizes good judgment when implementing methods, procedures, and techniques for obtaining solutions while providing guidance to other personnel
  • Uses skills as a seasoned, experienced professional with a full understanding of industry practices, company policies, and procedures
  • May own the development of information technology projects
  • Recommend hardware and software solutions when applicable
  • Manage personal work load with little day-to-day supervision
  • Work within team to assist coworkers in discussions regarding client support
  • Ability to work on call after hours as required
  • Communicate effectively with multiple customers and co-workers. This includes the following activities :

  • Consulting with the multiple tiers of support including, but not limited to, Service Desktop and Desktop Teams
  • Able to communicate highly technical information to both technical and non-technical personnel
  • Provide Case status updates to management and end-users
  • Provide phone support and diagnostics to remote customers
  • Participate in training programs designed to educate customers about basic and specialized applications
  • Develop, document, and implement standard operating procedures and customer service guidelines relating to Remote Desktop Services support
  • Asses day-to-day activities to minimize customer down-time ensuring customer satisfaction and productivity
  • Analyze trends and develop incident resolution plans
  • Mentor Remote Service Engineers to reach departmental and individual goals and objectives.
  • Act as team escalation point for service failures
  • Knowledge and understanding of the IMS
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