Onsite Support Technician - Diverse Linx
Cambridge, MA
About the Job
Strong knowledge of desktop/laptop hardware
Very strong hands-on experience (H/W and S/W)
Good knowledge of Win 10, Win 7 & MS Office
Knowledge of Mac OS is preferred
Understanding of daily operations and delivery processes
Application / software installation and trouble shooting
Knowledge / exposure on ticketing tools (Service Now)
Windows system administration
Strong Troubleshooting Skills
Hardware, operating system & software knowledge of laptops, desktops & mobile devices etc.
Working knowledge of supporting computer peripherals, like printer, scanners etc.
Touch/smart hands support of all network devices & Servers
Strong knowledge of server and network hardware
Very strong hands-on experience (H/W and S/W)
Strong knowledge of server and network equipment
Hardware, operating system & software knowledge
Touch/smart hands support of all network devices & Servers
Understanding of active directory, networking
Roles & Responsibilities
Provides second-line investigation and diagnosis
Resolves and closes incidents/service requests as per help desk procedures & allocated timelines
Escalates unresolved incidents/service requests within agreed timescales
Logs relevant incident/service request details as per process
Communicates with client regarding incident progress
Ensures tickets are always updated until issues are resolved
Complies with Health Safety Environment (HSE) and IT policies
Liaises with clients, IT support groups and 3rd party providers when necessary
Performs staging of PCs
Performs IMAC (Install, Move, Add and Change) of End user hardware (Laptops, desktops, mobile devices, printers, desk phones, meeting room devices etc).
Conducts hardware and software maintenance and support
Troubleshoots and resolves PC incidents and/or VIP requests
Assists with Site Security Officer (SSO) on IT security issues and virus elimination
Assists Server Team & network team whenever touch support is required onsite for servers in local server rooms or NW devices at site.
Creates/maintain documentation
Special events coverage, meeting room & VCON & voice devices support
Local network support and/or assists centralized Network team
Manage the life cycle of hardware, including installation or replacement of back office equipment such as network hardware (routers, switches, wifi controller, wifi Client)
Maintain server room inventories, room layout and assets list
Centralized hardware and Spare part stocking and inventory management
Surplus equipment management
Break fix services to nearest small sites - leveraging shipping options (Device exchange or Loaner PC)
Diverse Lynx LLC is an Equal Employment Opportunity employer. All qualified applicants will receive due consideration for employment without any discrimination. All applicants will be evaluated solely on the basis of their ability, competence and their proven capability to perform the functions outlined in the corresponding role. We promote and support a diverse workforce across all levels in the company.
