IT support - Randstad USA

job summary:

What you will do

• Provide field operations support to internal and external customers in accordance with the terms of the customer contract and Service Level Agreements (SLAs).
  
  
• To ensure the correct functioning and maintenance of all internal and external customer IT equipment and services.
  
  
• Perform onsite interventions as a result of a Service Desk request as soon as possible and within the terms of the customer contract and SLAs.
  
  
• When required act as the customer SPOC and co-ordinate the scheduling of the onsite intervention with Customer's internal resolver groups and the Service Desk ensuring the highest level of customer services and communications are maintained to resolve the fault and incident within the prescribed SLA.
  
  
• Carry out local repairs of faulty equipment and services to the highest standards and co-ordinate the resolution with the appropriate resolver group.
  
  
• Ensure shortest possible repair cycle by initiating the timely return of faulty SITA and Customer equipment according to the customer maintenance contract and SLAs and monitoring closely the replacement of faulty items and spares.
  
  
• Manage the replacement of faulty equipment through the use of spares and ensuring the timely replenishment the spare according to prescribed availability and sparing policy.
  
  
• Carry out site surveys for new customer premises for preparation for new product and services installation under the guidance of senior team members.
  
  
• Adhere to installation guidelines and industry best practices in order to deliver quality Field Operations.
  
  
• Use the appropriate tools and equipment to perform the installation intervention and repairs in accordance with the Field Operations guidelines and instructions where provided.
  
  
• Reporting and escalating all observed problems to proper client operational escalation points.
  
  
• Carry out preventive maintenance of equipment in accordance with agreed schedules and to manufacturer specifications.
  
  
• Ensure that all the required Field Service data is provided and recorded in the correct fields in the client Service Hub record for all assigned Incidents & Change Orders.
  
  
• Report on the monthly performance of the workshop and provide feedback to the Global Operations regional management teams.
  
  
• Perform tests on hardware and software components and be responsible for the co-ordination of local acceptance testing with Customers and 3rd parties.

Who you are

• Experience in onsite support activities and repairs of PCs Printers and LAN WAN equipment
  
  
• Must have dealt directly with external customers delivering to SLAs
  
  
• Experience of working at Customer locations
  
  
• Experience of working in the Airport / Airline industry preferred but not required
  
  
• Knowledge and understanding of LAN protocols
  
  
• Ability to support and troubleshoot Ethernet networks
  
  
• Installation and configuration of end user applications and software
  
  
• Knowledge of ITIL and Service Management practices and procedures

 
location: Newark, New Jersey
job type: Contract
salary: $22 - 25 per hour
work hours: 8am to 5pm
education: Bachelors
 
responsibilities:

As a Technician Field Ops you will assure clients's competitive strength and business growth through the provision of the highest quality technical field services to client customers in airports or at their premises. You will be accountable for performing all field services activities according to client standards and procedures maximizing customer satisfaction by the delivery of first-class on-site field maintenance and support activities. subject to following policy and procedure and will be responsible at country level only.

 
qualifications:

• Experience level: Experienced
• Minimum 2 years of experience
• Education: Bachelors

 
skills:

• Desktop Support (2 years of experience is required)
• Electronics
  

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Di