Desktop Field Support Engineer (Level 4)

Nsc Global - Utica, NY

Full-time - Mid Level

Utica, NY

Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services

About the position

NSC Global is seeking a highly skilled Desktop Support Field Engineer to join our team. This position is crucial for maintaining and enhancing our desktop support services, particularly in the field. The Desktop Support Engineer will be responsible for a variety of tasks that ensure the smooth operation of desktop environments and field support installations. This role requires a proactive approach to problem-solving and a commitment to providing exceptional customer service. The successful candidate will work closely with third-party suppliers and customers to ensure that all vehicle mount kits and related components are up-to-date and meet ergonomic and safety standards. Additionally, the engineer will manage the lifecycle of various devices, including video capturing equipment and communication modems, ensuring that all installations are compliant with the latest specifications and requirements. The Desktop Support Engineer will also be responsible for providing on-site services across multiple locations, which may include installing and maintaining vehicle mounts, modems, and other field-based equipment. This role requires a strong understanding of desktop hardware and software, as well as the ability to troubleshoot and resolve issues efficiently. The engineer will be expected to maintain accurate records of hardware and software inventory, monitor support requests, and provide user data recovery as needed. Strong leadership skills and the ability to work independently are essential, as the engineer will often be required to make decisions and take ownership of issues that arise in the field. In addition to technical skills, the ideal candidate will possess excellent interpersonal skills, enabling them to communicate effectively with customers and team members. The Desktop Support Engineer will play a key role in ensuring that our customers receive the highest level of support, and will be expected to contribute to continuous improvement initiatives within the organization. This position offers an exciting opportunity to work with cutting-edge technology in a dynamic environment, and to make a significant impact on the success of our field support operations.

Responsibilities

• Maintain current instruction manuals for vehicle up-fitters to properly install complimentary components.
• Attend field worker training on new devices and project rollouts.
• Provide lifecycle management of services pertaining to the mounting requirements for field support installations.
• Consult with third-party suppliers and customers to specify and update vehicle dock kit specifications.
• Obtain written ergonomic and safety approval from the Customer's Fleet Services department prior to introducing changes to vehicle kit mount components.
• Manage builds tailored to the field-based laptop business function.
• Provide repair and reimage of field devices.
• Manage service delivery with the logistic provider to move devices throughout the service territory.
• Stock a working inventory for break/fix swap outs.
• Provide vehicle mounting services, including installation work and incremental expansions of vehicles with respect to field-based equipment.
• Consult with applicable third-party suppliers to specify and update vehicle dock kit specifications to reflect changes and updates to the vehicle mounts kits.
• Review and make accommodations for any changes in wiring or cabling that could result from any of the above kit component changes.
• Provide lifecycle management of services pertaining to video capturing requirements for field support installations.
• Consult with applicable third-party suppliers to determine a lifecycle replacement schedule for video cameras.
• Provide lifecycle management of services pertaining to code blue devices field support installations.
• Provide lifecycle management of services pertaining to AVLS (Modem) devices, configurations, and testing for field support installations.
• Provide necessary testing processes to ensure new models operate with field applications.
• Investigate and provide findings related to AVLS (GPS Locations) and DriveCam videos and photos.
• Provide modem activation and deactivation services.
• Provide on-site services at multiple locations throughout the Customer's service territory.
• Recommend means for improving the incumbent repair process, including efficient, cost-effective solutions.
• Communicate the latest status and/or resolution to the end user.
• Update the ticket with asset management data and close the ticket.

Requirements

• Able to work independently and utilize resources with good judgment.
• Demonstrate high initiative and ownership of issues.
• Possess high-level customer and relationship management skills.
• Strong leadership skills and ability to solve challenging problems.
• Extraordinary written, verbal, and interpersonal skills.
• Commitment to continuous education, certification, and self-improvement.
• Ability to install, upgrade, support, and troubleshoot various operating systems and applications.
• Customize desktop hardware to meet user specifications and site standards.
• Monitor, operate, manage, troubleshoot, and restore service for terminal service clients and PCs.
• Develop trends by monitoring and analyzing incoming calls and support requests.
• Provide user data and application recovery.
• Use diagnostic tools to troubleshoot network connectivity and workstation hardware/software issues.
• Track hardware and software inventory.

Nice-to-haves

• Experience with Apple products including Mac, iPad, and iPhone.
• Familiarity with diagnostic tools and methodologies for OS deployment.
• Knowledge of ergonomic and safety standards for equipment installation.

Benefits

• Health insurance coverage
• 401k retirement savings plan
• Paid holidays
• Professional development opportunities
• Flexible scheduling options