Field Systems Engineer

DHL eCommerce•Hebron, KY

2d•Onsite

About The Position

Field Systems Engineer works independently to provide enterprise-level assistance to our customers. You will diagnose and troubleshoot software and hardware problems and help our customers install applications and programs. Responsibilities include resolving network issues, configuring operating systems and using remote desktop connections to provide immediate support.

Requirements

Bachelor’s degree in IT or equivalent years of experience in supporting Microsoft Desktop Technologies required
Two years of experience in providing PC Technician/Desktop Support required
Must be able to work independently managing site expectations, complete end-user requests, troubleshoot problems, and escalate unresolved technical problems to proper level.
Strong written and oral skills for effective communication to multiple levels of employees.

Nice To Haves

In depth knowledge of hardware/software installation, configuration, troubleshooting and resolving Windows Desktop related issues preferred.
Knowledge in following technologies a plus: Installing Windows system Images, AD, Lenovo, and Dell hardware platforms, Service desk software, and remote control utilities.
Microsoft, Cisco and CompTIA Certifications preferred but not required
Candidate should have a background that includes meeting high standard of customer service satisfaction, exceeding SLA's, and working in a team environment to complete tasks.

Responsibilities

Acts as primary IT contact across multiple sites providing exceptional customer service while ensuring all IT systems fully functional
Works independently in troubleshooting and providing solutions to unresolved software and hardware problems through incident management system
Install, replace, and configure hardware and software for Windows Desktop/Laptops, printers, hand held scanners, Microsoft Office
Consults with customer on all aspects of end-user computing and desktop-based systems software; resolves more complex, less defined issues and escalations
Interfaces with centralized IT Global teams and venders to resolve incidents
Perform minor and major support utilities
Provides second tier technical support to internal and external customers
Maintain and increase industry knowledge on applicable products/applications via training, documentation and personal research
Documents customer contacts, issues, and resolutions in the incident management system
Provides input for new applications, features, application usability and supportability
Submit proposed solutions to issues in knowledge base for internal/external documentation
Acts as SME for consultation on site related IT issues
Approval and Testing of new equipment, build specs for standard deployments
Handles distribution of equipment across organization
Supports IT Procurement for approval of equipment needs, hardware inventory, asset management
Site travel required to audit site preparedness for peak season operations
Support distribution center move or new set-up activities
Able to work on-call rotation in a 24/7
Additional duties as assigned.