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''Client Field Technical Services Analyst'' Remote/Field/Satellite Office, Singapore
Client Field Technical Services Analyst
Responsible for on-site installation, de-installation, maintenance, troubleshooting and/or repair of desktops, notebooks, and associated peripherals. Serves as company liaison with customer on administrative and technical matters
Reviews, troubleshoots and approves operational quality desktops, notebooks, and associated peripherals.
- Assists in planning and scheduling IT equipment relocations
- Allocates tasks to individual installers and de-installers
- Installs, maintains and optimizes desktop /notebook configurations at customer sites.
- Diagnoses and resolves product performance problems.
- Performs maintenance and repair services.
- Ensures customer satisfaction by advising customers on preventive maintenance and configurations which may impact product performance.
- Instructs customers on the operation and maintenance of the system
- Performs troubleshooting and parts replacement, system upgrades and repairs when required
- Provides technical feedback on process issues to improve overall service delivery
- Travel may be required
- In conjunction with the Team Leader, plan and schedule IT equipment installations in conjunction with Customer Service Delivery Manager
- Performs advanced troubleshooting techniques to address technical issues
- Handle Hardware Warranty Support escalations between Customer and Dell
- Identifies risks and develops solutions for Client tasks
- Coordinate Hot Swap hardware deployment and return for repair
- Serves as escalation and issue resolution point for onsite technicians
- Coordinates with on-site facilities and technical contacts regarding readiness and delivery issues
- May prepare documentation to record and track issue resolutions.
- May handle several projects simultaneously
- Uses independent discretion and decision making to assess and deliver technical solutions
- May receive calls after normal business hours
- A highly skilled specialist who contributes to the development of concepts and techniques; completes complex tasks in creative and effective ways
- Consistently works on complex assignments requiring independent action and a high degree of initiative to resolve issues; makes recommendations for new procedures
- Acts independently to determine methods and procedures on new assignments; and can act as a facilitator and team leader
- Proficient in Windows-based operating environment, specifically in Word, Excel, PowerPoint, Visio, and Outlook. Knowledge of Apple and Blackberry devices may be required.
- Excellent interpersonal skills and ability to lead a collaborative team
- Excellent verbal and written communication skills with emphasis in customer service; experience handling difficult customers and conflict resolution
- A+ desktop or equivalent skill set is required; MCP, MCSE, CNE or Network+ certification is preferred
- Typically requires a minimum of 4+ years of related experience with High School diploma or equivalency or 2+ years of experience with Bachelor’s Degree
- Experience working remotely on Customer sites
Job Requisition Number: 1200007L
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