Desktop Field Support Engineer (Level 4)

Unclassified - Utica, NY

Full-time - Entry Level

Utica, NY

About the position

The Desktop Support Field Engineer at NSC Global is responsible for providing comprehensive support for field-based devices and installations, ensuring that all equipment functions optimally and meets customer specifications. This role involves lifecycle management of services, installation of vehicle mounts, and collaboration with third-party suppliers to update and maintain equipment standards. The engineer will also provide on-site services, manage inventory, and ensure customer satisfaction through effective communication and problem-solving skills.

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 Customers Fleet Services department before introducing changes to vehicle kit mount components.
• Manage builds tailored to the field-based laptop business function.
• Provide repair and reimaging 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 third-party suppliers to update vehicle kits electronics and power components to reflect retired models and their replacements.
• Review and make accommodations for any changes in wiring or cabling that could result from kit component changes.
• Provide lifecycle management of services pertaining to video capturing requirements for field support installations.
• Consult with third-party suppliers to determine a lifecycle replacement schedule for AVLS (GPS Locations) and DriveCam videos and photos.
• Provide modem activation and deactivation services.
• Provide on-site services at multiple locations throughout the Customers 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 and update the ticket with asset management data.

Requirements

• Able to work independently with good judgment and high initiative.
• Strong leadership skills and ability to solve challenging problems.
• Excellent written, verbal, and interpersonal skills.
• Commitment to continuous education, certification, and self-improvement.
• Experience in installing, upgrading, supporting, and troubleshooting XP, Windows 10, and Microsoft Office.
• Familiarity with Apple, Mac, iPad, iPhone, and other authorized desktop applications.
• Ability to monitor, operate, manage, troubleshoot, and restore service to personal computers and notebooks.
• Experience in using diagnostic tools to troubleshoot network connectivity and workstation hardware/software issues.
• Ability to track hardware and software inventory and provide user data and application recovery.

Nice-to-haves

• Experience with vehicle mounting services and installation work.
• Knowledge of AVLS (Modem) devices and configurations.
• Familiarity with video capturing requirements for field support installations.

Benefits

• Direct hire (W2) employment
• Full-time work location in person