Associate SME - Field Services

Additional details
Level
P3
Requirement location
Saudi Arabia - Riyadh
Number of Position
‎1
Employment type
EPD
Cluster/Group
Microland Delivery
Business Unit
EMEA
Department
Field Services - Tech Ops
Job Description
Required Skill
Technology - Hardware and Networking|Installation, configuration, maintainance
& repair
Technology - Windows & MAC Support|OS administration
Technology - Exchange and Mobility Clients|Installation & configuration
Technology - Audio, Video support|Installation & configuration
Process - Software / IT Quality And Delivery Processes|ITIL
Process - Software / IT Quality And Delivery Processes|ITIL
Behavioral - Aptitude|Communication
Details
Responsibilities
Field Services support Engineers ‎20 primary responsibility is to provide
support to an organization 20s IT systems to help them meet their business
goals, this is done by ensuring that all computers and networks operate
efficiently with high uptime. As a desktop engineer, you may need to assemble
and install client desktop computers and assist the end-user in securing their
hardware. This role also involves hands & feet support for various IT support
teams to perform activities related to periodic maintenance to handling
individual systems hardware, software, and network queries

‎1. To support daily technical support activities for computers & all other
end point devices
‎2. Update the support ticket with the progress
‎3. To set up and test desktop computer peripherals
‎4. To perform the system changes adhered to organizational policies
‎5. Conduct remote desktop troubleshooting to end-users along with
documentation ticket maintenance
‎6. Maintain technical documentation in association with other functional
departments

Technical Skills
Hardware and Networking:
‎1. Hardware Knowledge on multiple vendor end point products to troubleshoot &
isolating hardware issues
‎2. Ability to install drivers and configure
‎3. Ability to provide physical support for mounting of DC HW, basic
connectivity establishment
‎4. Ability to Install remote tools like Putty to establish connectivity
between two devices
‎5. Ability to replace allowed HW components (such as HDD, memory)
‎6. Ability to work with various assessment tools to identify the different
hardware models available
‎7. Ability to test the compatibility of Image with the various hardware
models available, where needed

Windows Operating System:
‎1. Support desktop technology and desktop applications in Windows
environments, including remote access tools
‎2. Maintain Windows Desktop, VDI, laptop and thin client builds & deploy
images on multiple desktops independently
‎3. Install, configure, and manage end point servers; help troubleshoot server
issues on escalated client issues
‎4. Working knowledge on AD Users & Group administration, FSMO Roles, Site and
Subnets
‎5. Technical understanding of FRS Configuration / Troubleshooting
‎6. Global Catalog Server, AD Group Policy
‎7. Technical understanding of AD tools and resource kit tools, Software,
service pack installation
‎8. Install, configure, and manage multiple Client OS; Help troubleshoot
client OS issues; Knowledge on various OS servicing tools like DISM, Sysprep
etc.
‎9. Ability to generalize and globalize the Image OS to standardize the Image
being rolled out using SOP, Ability to install and configure client
applications independently

Exchange and Mobility Clients:
‎1. Knowledge of exchange server, software, service pack installation,
troubleshoot various server related issues, troubleshoot non-delivery reports
(NDRs), tracking emails. Knowledge of mobility server/device
‎2. Ability to configure multiple mailboxes
‎3. Ability configures rules and calendars, configure extended calendars
‎4. Ability to customize (such as signature, meeting)

Printer management:
‎1. Ability to troubleshoot and manage service calls for prin