FSO Desktop Technician

US-TX-Plano
3 months ago
Requisition ID
2017-1318
Category (Portal Searching)
Operations

Overview

Responsible for supporting multiple client locations providing network and IT infrastructure support, physical layer troubleshooting, desktop support as it relates to laptops/desktops troubleshooting various hardware and software issues according to customer specifications. Performing first and second level problem diagnosis through to resolution including communicating, tracking, reconciling, and documenting the cases accurately within designated guidelines (SLAs). 

Responsibilities require working with customers, subcontractors, internal technicians, and consulting personnel in a professional and corporate setting to complete assigned MAC/Service Request cases to the customers’ satisfaction within an aggressive SLA environment.

Responsibilities

  • Supports multiple client locations receiving requests via dispatch, schedules/prioritizes MAC/Service Request cases utilizing Black Box internal ticketing systems
  • Update customers and other stakeholders regularly on ongoing open MAC/Service Requests
  • Escalate and manage tickets to assure timely resolution.
  • Able to smoothly transfer information at the end of each shift with other support staff about any outstanding issues and tasks.
  • Performs research to improve service levels.
  • Ability to meet multiple service level agreement requirements during the ticket life-cycle.
  • Physical installation of  applications relating to laptops, desktops, Cisco IP phones, Avaya IP phones
  • Provide Windows Support, troubleshooting network connectivity issues, installing operating systems, installing applications, system imaging, system migrating
  • The patching of cabling between network equipment and customer’s network
  • The installation of power cables from equipment to power supply in rack/cabinet/closet
  • The installation, troubleshooting and de-installing network equipment - Install/swap out devices (e.g., phone, computers, cables, boards, edge routers, switches and etc.)
  • Provide hardware break-fix services for network infrastructure
  • Perform onsite call-through, data, voice, website and security testing
  • Perform back-up testing to ensure all systems are connected to the customer’s network as directed
  • Power and uninterruptable power supply (UPS) restoral, water problems and emergency cooling restoration, fire suppression exercises, restoration, and post fire events
  • Support inventory management activities such as receiving inventory, tagging of assets, tracking spares, ordering inventory, updating inventory records,  prepare and return damaged equipment
  • Act as an interface, as needed, between associates at the applicable location and centralized project / operations / MAC management teams  

Qualifications

Knowledge, Skills, Abilities

  • Requires reliable transportation that can be used to travel between facilities - Must be willing travel locally to provide technical support to the client
  • Must be proficient in utilizing technical tools such as Sniffers, BERT testers, cable testers, and fiber testers.
  • Requires experience in working in end user environments, server rooms and communications closets
  • Must be able to install desktop applications
  • Must have an understanding of IP phone technology, be able to install Cisco phones, install Avaya Phones
  • Must have a good understanding of M.S. Windows, system imaging applications, and PC data migration applications
  • Must be able to perform rack and stack activities with a knowledge of data communications networking
  • Must understand cable patching processes and procedures
  • Must be able to assist in troubleshooting issues and understand network terminology
  • Must be able to safely lift heavy objects
  • Must be able to crawl under desks and work in tight spaces
  • Must be willing to work shift work which could include nights and weekends


Education / Experience Requirements

  • High School/GED (Required)
  • Associates Degree major in related field (Preferred)
  • Experience Specifics (Required 5 Years): Experience in data communications
  • Combinations of education and experience will be considered
  • CompTIA “A+” Certification (Required)
  • Basic knowledge of the Window’s operating system (Required)
  • Basic knowledge of IP networking (Required)
  • Basic knowledge of IP phones (Required)
  • Basic knowledge of Cisco switches and routers (Required)
  • Basic knowledge of local and wide area networking (Required)

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