Field Service Specialist

This role will be to provide overall hardware/software support to employees and incoming new hires. The position will assist in providing weekly reports, inventory management, and other administrative tasks as needed.

The successful candidate must be capable of providing optimum customer service to a wide variety of users through professional commitment and dedication. This candidate must also be able to adapt to change and learn quickly in a highly dynamic environment. The job will require travel between offices (up to 150 miles), candidate should be able to lift up to 50 lbs, climb on a ladder when needed. To support our customer requirements including regular business and projects support flexible to work in different shifts or late hours is expected.

Desired Skills & Experience

Responsibilities:

• Image and install software on Windows, and Apple laptops/desktops including IMAC (installations, moves, additions, and changes) and Remote support.
• Troubleshoot post deployment issues on multiple computer platforms: Windows, Macintosh and mobile devices.
• Printer break-fix and installation
• Smart hand support for IT Network and Unified Communications team to install network equipment, coordinate with Client’s third-party suppliers for issues/repair of circuits and RMA.
• Provide eyes, hands and feet support for network issues including setup, installation and supporting the configuration as needed. Onsite support on testing circuits, connectivity, and validation of network equipment.
• Shipping coordination, Disposal, redeployment, and Asset reclaim including the equipment in Telco rooms.
• Hardware Refresh, Depot Services support
• Warranty and Out-of-warranty repair and replacement
• Walk Up Support /Tech Stop Support
• Spare parts management
• Executive (VIP) Support
• Audio and Video Support including Health Checks
• Inventory and Asset Management – Depot Operations
• Coordinate with external vendors for dispatch support.
• Identify and resolve hardware and software application conflicts.
• Open and close service requests, as well as manage the classification, assignment, tracking, and completion of requests or incidents.
• Responsible for asset tagging and entering all incoming equipment into our asset management system.
• Collaborate with cross functional teams to properly onboard incoming new hires.
• Ensure that hardware is properly assigned and updated into our management system.
• Provide weekly reports on physical inventory counts as well as record weekly outflows of hardware equipment
• Work with external Suppliers to schedule repairs for damaged/malfunctioning hardware.
• Ensure that resolutions are consistent with company standards and policies.

Requirements/Qualifications:

• Prefer 3-5 years IT experience, including technical training.
• Knowledge of Windows and Macintosh platforms, (including portables), Microsoft Office suite of applications, GSuite products and internet browsers.
• Experience with imaging windows 10 OS.
• Familiar with basic network concepts (e.g., TCP IP, Windows Networking, Ethernet, basics knowledge about switch, router, network rack etc.)
• Thorough understanding of domains, drive mapping, GPOs, WINS, DNS, TCPIP and Active Directory.
• Networked printer experience (queue creation, server maintenance, etc.)
• Experience in using PC-based word processing, presentation, and e-mail software preferred.
• Experience with using PC-based spreadsheet software sufficient to develop formulas, complete calculations across multiple worksheets, and use functions preferred.
• Ability and willingness to work extended hours or a modified schedule to support planned activities or emergency situations.
• Outstanding customer service and interpersonal skills
• Excellent organizational skills and ability to prioritize tasks among many competing requests.
• Experience working in or supporting a call center or help desk environment.
• MCP and or A Certifications
• Aptitude for learning
• Excellent oral and written communication skills
• Ability to work in teams and in a team environment.
• Valid driver’s license and reliable own car for transportation (mileage will be reimbursed by HCL policy) is mandatory.

Job Type: Full-time

Pay: $23.02 - $27.73 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Experience level:

• 3 years
• 4 years
• 5 years

Schedule:

• Monday to Friday

Work setting:

• In-person
• Outdoor work

Ability to Relocate:

• Westford, MA: Relocate before starting work (Required)

Work Location: In person