Field Services Engineer
About The Position
TekWissen is seeking an onsite Field Services Engineer (described in the job summary as an EBC AV Engineer) to provide Audio/Visual and end-user computing support. The position supports conference rooms, AV systems, video conferencing, executive and director-level meetings, events, and general end-user computing needs. Responsibilities include AV system setup, configuration, troubleshooting, maintenance, and device checks, along with support for IP phones, conference calls, and iPad calendar integration. The engineer will also provide hands-on and remote troubleshooting coordination, support AV installations with vendors, and manage critical and ad-hoc meeting support requests. The role additionally provides support for desktops, laptops, Apple devices, tablets, thin clients, mobile devices, and peripherals. Duties include resolving hardware and software problems, installing programs and updates, managing a stockroom of peripherals and laptops, assisting customers at a Tech Lounge, and providing hands-and-feet support to network, server, and conferencing teams. The position requires ticket resolution within SLAs, ServiceNow ticket management, and documentation of process improvements. The assignment is onsite in Mountain View, California, and is listed as a six-month temporary assignment.
Requirements
- Nine years of experience.
- Minimum of two years of Mac experience in an enterprise environment.
- Solid knowledge of Mac OSX.
- Experience with Mac operating system installation.
- Experience using a ticketing system such as ServiceNow.
- Ability to troubleshoot and resolve tickets within SLAs.
- Knowledge of the latest technology used in Mac and Windows computers and systems.
- Strong analytical and customer service skills.
- Strong communication skills, as described in the job summary.
- Ability to understand client requirements and system problems.
Nice To Haves
- Knowledge of networking protocols and concepts, including VPN, routing, ports, TCP/IP, and network analysis tools.
Responsibilities
- Provide AV conferencing support as part of the FS Team.
- Coordinate with onsite technicians to troubleshoot AV issues remotely.
- Configure, troubleshoot, set up, and maintain AV systems.
- Independently manage critical AV meetings, including executive- and director-level sessions.
- Handle ad-hoc AV support requests from MDs, Directors, and Expats.
- Install, test, and provide on-demand support for IP phones, AV systems, and conference calls.
- Configure iPads for conference room calendar integration.
- Conduct daily checks of AV devices and systems.
- Support vendors during new AV device installations and onsite troubleshooting.
- Operate AV devices including Neat Boards, Neat Pads, and Neat Bars.
- Support end-user computing devices, including desktops, laptops, Apple devices, tablets, thin clients, mobile devices, and peripherals.
- Manage the stockroom of peripherals and laptops, conduct quarterly audits, and dispose of items as directed by the business.
- Answer customer inquiries and provide support at the Tech Lounge.
- Resolve computer issues and prioritize customer inquiries.
- Install programs, manage updates, and provide technical support.
- Provide hands-and-feet support for network, server, and conferencing teams.
- Install, maintain, and troubleshoot client software and hardware onsite or remotely.
- Troubleshoot and resolve operations and end-user request tickets within SLAs.
- Analyze, troubleshoot, and repair PC and MacOS hardware and software problems.
- Assist in developing and documenting improvements to current processes.
- Provide technical support for events, video conferencing, and AV setups.
- Keep technical knowledge and skills up to date.
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What This Job Offers
Career Level
Senior
Education Level
No Education Listed
