FSO/TRP Technician
Company: Pyramid Consulting, Inc
Location: Mount Pleasant
Posted on: January 23, 2023
Job Description:
Immediate need for a talented FSO/TRP Technician with experience
in the Information Technology. This is a Contract opportunity with
long-term potential and is in Mt. Pleasant, SC. Please review the
job description below.
Job Description
- As a member of end user support team, FS Onsite Service
Engineers are primarily focused on customer experience to ensure
all interactions result in a positive outcome-based
service.
- Deliver a service that exceeds customer expectations. Listen
and understand the issue at hand. Communicate with customers,
colleagues and management using positive and clear concise
language. Ensure all commitments are agreed and adhered to with
appointments and regular updates provided. Deliver an excellent
customer experience through strong understanding of the client
site, environment, technology, and culture. As the main interface
to the customer, the roles require ownership, leadership, and
liaison with key contacts in other resolver groups to ensure action
is taken to resolve any issues.
- Performs timely resolution of workstations, mobile hardware,
and software problems within SLAs through effective use of
experience, knowledge, and technical resources. Self-motivated and
able to act with limited support and supervision.
- Follows all support processes and use of IT systems when
required and document all actions and activities
performed.
- Conforms to key IT processes such as change control and asset
management. Flexible for travelling to other sites for support on
demand.
- Ability to coach and monitor/support team of technicians and
driving service improvement strategies in co-ordination with other
support teams and Client stakeholders.
Responsibilities:
- Provide customer facing end-user support that
includes:
- Break-fix support for Laptop, desktop, tablets, and associated
hardware peripherals
- IMAC support including large scale/bulk office moves/re-stack
activities (all moves)
- Support for Operating System, base load software, MS Office
suite and other business application
- Support for the Imaging devices (print/scan/copy/fax) that
includes printers and MFDs
- Access related issues with smart card, password and security,
application configuration and troubleshooting, and general
inquiries
- Support for the Mobility devices
(Android/iOS/iPhone/iPads)
- VIP and home-based office (HBO) user support
- Imaging/Re-imaging end user systems on approved
tickets
- Supporting End User Device Lifecycle Management as per Client
policies and procedures
- Coordinate with vendors for provision of end-user support
(e.g., Hardware Vendor technicians for warranty
repair/replacement)
- Perform managed print service invoicing/meter read/polling
report verification
- Perform end-user support related security and controls and
compliance related tasks such as access reviews, risk assessments,
controls verifications, facility inspections, maintenance of
verification logs
- Coordinate with Level 3 support groups and project teams for
service delivery enhancements, maintenance, and upgrades.
- Provide IT support for on-site or off-site events and meetings
including site setup, coordination with venue IT/AV contacts and
stand-by support
- Provide IT support for disaster recovery and emergency response
activities in the event of emergency situations at local
sites.
- Provide On-call support if required outside business hours on a
rotational basis
- Provide technical orientation and training for new Client
employees on existing systems and software
- Must be able to manually lift to thirty (30) pounds when moving
and repositioning personal computers and ancillary
equipment.
- Provide accurate and timely logging of customer incidents and
tasks to meet agreed upon service levels.
- Provide weekly reports as requested by Customer
- Implement best practices in the stores to resolve
issues
- Maintain appropriate equipment sparing requirements and spares
inventory levels to meet SLRs for the Desk Side Technical Support
Services
- Participate in team projects as requested.
- Support End-User data backup, storage, and recovery Services
for all End-Users
- Coordinate with End-User or other site staff to schedule
on-site technical support visit in response to an Incident or IT
Service Request, including security remediation services.
- Provide Smart Hands and Eyes Support - Support remote site
networks (e.g., Local-Area Network (LAN), Wide-Area Network (WAN)
connection, etc.) and related operations (e.g., procure, design,
build, systems monitoring, Incident diagnostics, troubleshooting,
Resolution and escalation, security management, and capacity
planning/analysis), as required to meet Client computing
requirements and per Client policies and procedures.
- Provide Smart Hands and Eyes Support for servers, network, and
security devices in site locations, as per Client policies and
procedures.
- Provide concierge services as required by local staffing,
including:
- Providing friendly and professional meet and greet and managing
customer interaction during their entire experience at the
ITSC
- Setting customer expectation ahead of possible allocation of
case to ITSC agent if required
- Supporting customers on issues with Peripherals, and BYOD
devices
- Provide information on IT/Client products and services
- Windows operating system Support (including but not limited to
Windows 7, Windows 10 and .)
- Software installation/troubleshooting
- Mobile Device Management and Mobile Application
Management
- Support for Wireless connectivity, resolving performance
issues, providing device connectivity and "value add" consultation
for short "how to questions".
Our client is a leading Information Technology, and we are
currently interviewing to fill this and other similar contract
positions. If you are interested in this position, please apply
online for immediate consideration.
#DEL
Keywords: Pyramid Consulting, Inc, Mount Pleasant , FSO/TRP Technician, Professions , Mount Pleasant, South Carolina
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