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Field Support / Desktop Support Technician Job Opening In Dallas – Now Hiring Cynet Systems


Job description


Job Description:
  • As an Onsite Support Technician with minimum of one to three years of technical experience in providing quality services to the end users which includes the following key roles and responsibilities:
  • Provide customer facing end-user support that includes:
  • Install and Configure desktops, laptops, mobile devices, and associated Peripherals and related Software.

  • Perform Break Fix, Desk Side Support, IMACD’s, Data Migration, Refreshes, etc.

  • Perform onsite updates, Configuration changes, or Software installations.

  • Provide onsite technical assistance to End Users.

  • Identifies potential issues that could adversely impact End User experience and follows through on action steps to prevent.

  • Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumvention.

  • Manage the ticket queue and ensure tickets are resolved and closed within the defined service level agreement.

    Respond to end-user requests for updates on ticket status and promptly follow up as needed.

  • Troubleshoot client software and basic network connectivity problems .

  • Identify, evaluate and prioritize customer problems and complaints .

  • Coordinate with vendors for provision of end-user support (e.g. Hardware Vendor technicians for warranty repair/replacement)
  • 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 immediate response in the event of emergency situations at local sites.

  • Provide On-call support if required outside business hours on a rotational basis.

  • Provide Hand and Feet support for network data and voice devices.

  • May train users and operators on a limited basis and/or may write training procedures .

    Participate in on-going training and departmental development .

  • independently resolve tickets within agreed SLA of ticket volume and time To adhere to quality standards, regulatory requirements and company policies .

  • Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts.

  • To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases.

  • Desired Qualifications:
  • BS/BA in Computer Science, Information systems, or an equivalent combination of education.

  • Experience:
  • One to three years of experience in service delivery and End user hardware and software Configuration troubleshooting.

  • Experience with various desktop systems, operating systems, and diverse technical environments.

  • Excellent customer service orientation and verbal communication skills.

  • Experience Supporting Windows Operating Systems, MS Office, VPN, local and Network printing, Notebooks and mobile devices.

  • Ability to install software for and troubleshoot a wide range of applications.

  • Analytical thinking and problem-solving ability.

  • CompTIA A+ certification or equivalent certification.

  • Flexible for travelling to remote sites or cluster.

  • Provide assistance for network related issues.

  • Should be able to lift weight up to 30 lbs.

    at waist level.


  • Required Skill Profession

    Computer Occupations


    • Job Details

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    Unlock Your Field Support Potential: Insight & Career Growth Guide


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    583 Jobs in Dallas
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