Digital Field Service Engineer

Ringkasan Fungsi:
We are looking for highly motivated, technically adept and customer service focused Field Service Engineers with a desire to work in a fast paced, deep relationship environment.

Tanggung Jawab:

- Provides new user induction training as part of the onboarding process and takes care of the hardware provisioning which includes the Digital Workplace.
- Ensures and maintains sufficient computer equipment capacity (inventory) related to all client/servers, LAN, telecommunications, and other infrastructure equipment. This includes maintaining a clean and organized server room with clear documentation and track physical returns of client equipment and update CMDB (Configuration Management DataBase) accordingly.
- Perform physical asset audit to validate the data in the CMDB is accurate and current as requested, (Stale report) and maintains inventory for computers ready to deploy.
- Provides one-on-one training and/or day to day guidance to users and less experienced specialists directly or remotely as needed.
- Executes established Digital procedures and guidelines. May assist with drafting of new procedures as needed. Monitors equipment activity against global standards and planned activities.
- Maintain & update tickets in ServiceNow and communicates status. Applies proper ticket hygiene, manages aging tickets, backlog and escalates where needed.
- Maintains local vendor relations where applicable e.g. Mobile service provider
- Creates Knowledge Base articles to ‘left shift’ some of the local support to Service Desk or L2 Teams. (Shift Left: make knowledge available to less experienced support teams, helping them answer more difficult customer questions.)
- Executes wellness checks to the identified Cabot’s location(s) as requested and approved by Cabot
- Regularly defining and updating the Site runbook to document the onsite activities / systems / Infrastructure.
- Flexibility in terms of travel to nearby and remote locations
- Coordinate IMAC-D service requests with Service Desk and all other necessary service providers, Third-Party and Cabot support organizations to resolution and closure. (IMAC-D: Install, Move, Add, Change or Delete)
- Provide level 3 support and problem resolution for printing issues at site level, and smart hands support for third party provider managed devices
- May administer and support telephone systems, including moves, changes, and configurations, depending on location.
- Configure, troubleshoot, isolate, repair, and resolve all customer desktop issues including desktop/laptop hardware and software, mobile devices, printer/scanners/copiers, audio visual equipment, hardware peripherals and other desktop related equipment.
- Participates in after-hours emergency calls (P1 incidents) or on call rotation
- Support tactical and strategic goals of the Team
- Coordinate with end user or other site staff to schedule on site technical support service visits in response to incident or service request.
- Coordinate with appropriate level 2 or level 3 analyst(s) in response to an escalated incident or service Request
- Build, configure and test device implementation in accordance with the Standard equipment configurations and software image in accordance with the procedures and specific service requests (PC refresh)
- Support Audio and visual services including management of conference rooms, huddle space and all employee space, including management of desktop equipment, and teleconference tool management.

Persyaratan:

- Strong troubleshooting and diagnosis skills; ability to use Root Cause Analysis techniques to trace problems to their source and find solutions.
- Good knowledge on ITIL Processes
- Good knowledge on ticketing and monitoring tools (preferably ServiceNow)
- Interpersonal and customer service skills. Ability to maintain positive relationships and work collaboratively with others, including cross-functional staff.
- Desktop operation and support - Installation, configuration, administration and maintenance of ongoing usability of desktop, computers, peripheral equipment and software within established standards and guidelines; Works with vendor support contacts to resolve technical problems with desktop computing equipment and software; Recommends and / or performs upgrades on systems to ensure longevity; Works with procurement staff to purchase hardware and software; Assesses functional needs to determine specifications for purchases.
- Operating Systems - Windows 7 to 8.1 and Windows 10, Windows 11 (preferably), OS installation with an experience on all tools majorly PXE Boot.
- SCCM - Operating system deployments, Application and Security Patch Deployment, Troubleshooting.
- Office Suites - Microsoft Office Suite - Office, Word, Access, Excel, and PowerPoint, Office 365
- Ability to coordinate activities connected to larger projects.

**Education/ Experience**
- ** Language specific skills**:

- English is mandate (Reading, writing, and listening)
- L