Performs activities associated with installing, maintaining and servicing computer-related products, including but not limited to desktop & laptop computers, printers, network devices, iPhone, iPad, standard software, at customer sites, Infrastructure Managed Services (IMS) environments and/or depot locations, and may be directed by Help Desk, Service Desk or script using standard methods, techniques and tools. Assignments range in complexity from basic troubleshooting and repair to more difficult device repair.
Key Responsibilities
PLS Support for calls such as Dell Client
Transformation Services calls, installing and servicing PCs, iPhone, iPad, and PC peripherals and/or electronic equipment
Takes service calls and performs incident specific activities as directed by Help Desk, Service Desk or script. Also, updating in ServiceNow.
May perform routine installs, moves, adds and changes as part of a directed team, including Complex desktop and laptop break fix work, Whole unit replacement, Simple desktop printer fixes, Load software with a script,
Performs scripted image loading, unit diagnostics and replaceable unit swapping
Simple troubleshooting by running basic diagnostics and performs basic module replacement on PCs, servers and peripherals
Business Level Japanese.
Performs preventative maintenance activities on certain products as directed
Maintains a high degree of professionalism in actions, demeanor and dress.
Ensures customer satisfaction throughout
Stock Inventory Maintenance and Audit
Ensures client specific Service Level Agreements are met and incident and request tickets are updated accordingly within the ticketing system.
Ensures customer satisfaction throughout the service delivery transaction.
Key Qualifications
A+ certification or equivalent.
OEM certifications (Dell, Lenovo, Apple, etc.), as required. General knowledge of desktop hardware and software including working knowledge of Microsoft applications.
Basic troubleshooting and repair ability.
Ability to test PC, servers and associated peripherals.
Ability to resolve very basic/non-complex problems as required.
Basic mechanical skills and understanding of electrostatic discharge (ESD) procedures.
Electronics training equivalent to at least 1 years of technical institutes, polytechnic and/or military technical school.
