Lowongan Kerja PT Cabot Indonesia Juli 2023
Digital Field Service Engineer
Ringkasan Fungsi :
We are looking for highly motivated, technically adept and customer service focused Field Service Engineers with a desire to work in a fast paced, deep relationship environment.
Under limited supervision, provides second-level IT technical support of desktops and IT equipment at the site or remotely. This includes the diagnoses and problem solving of issues on a particular technology or local applications. Resolves problems of higher complexity. Trains others and may assist with the coordination of regional activities and support Digital projects & Global initiatives. This includes working with our MSP (Managed Service Provide) Cognizant.
Tanggung Jawab :
- Provides second-level support directly to local users at business or manufacturing sites or to regional users remotely. Ensures smooth and timely attention and solution to user problems. Handles a wide variety of service issues, including more complex problems. Consistently meet Service Level Agreements and communicate directly with customers via phone, e-mail, and remote diagnostics to identify, reproduce and resolve reported issues.
- Provides new user induction training as part of the onboarding process and takes care of the hardware provisioning which includes the Digital Workplace.
- Ensures and maintains sufficient computer equipment capacity (inventory) related to all client/servers, LAN, telecommunications, and other infrastructure equipment. This includes maintaining a clean and organized server room with clear documentation and track physical returns of client equipment and update CMDB (Configuration Management DataBase) accordingly.
- Perform physical asset audit to validate the data in the CMDB is accurate and current as requested, (Stale report) and maintains inventory for computers ready to deploy.
- Provides one-on-one training and/or day to day guidance to users and less experienced specialists directly or remotely as needed.
- Executes established Digital procedures and guidelines. May assist with drafting of new procedures as needed. Monitors equipment activity against global standards and planned activities.
- Maintain & update tickets in ServiceNow and communicates status. Applies proper ticket hygiene, manages aging tickets, backlog and escalates where needed.
- Maintains local vendor relations where applicable e.g. Mobile service provider
- Creates Knowledge Base articles to ‘left shift’ some of the local support to Service Desk or L2 Teams. (Shift Left: make knowledge available to less experienced support teams, helping them answer more difficult customer questions.)
- Executes wellness checks to the identified Cabot’s location(s) as requested and approved by Cabot
- Regularly defining and updating the Site runbook to document the onsite activities / systems / Infrastructure.
- Flexibility in terms of travel to nearby and remote locations
- Coordinate IMAC-D service requests with Service Desk and all other necessary service providers, Third-Party and Cabot support organizations to resolution and closure. (IMAC-D: Install, Move, Add, Change or Delete)
- Provide level 3 support and problem resolution for printing issues at site level, and smart hands support for third party provider managed devices
- May administer and support telephone systems, including moves, changes, and configurations, depending on location.
- Configure, troubleshoot, isolate, repair, and resolve all customer desktop issues including desktop/laptop hardware and software, mobile devices, printer/scanners/copiers, audio visual equipment, hardware peripherals and other desktop related equipment.
- Participates in after-hours emergency calls (P1 incidents) or on call rotation
- Support tactical and strategic goals of the Team
- Coordinate with end user or other site staff to schedule on site technical support service visits in response to incident or service request.
- Coordinate with appropriate level 2 or level 3 analyst(s) in response to an escalated incident or service Request
- Build, configure and test device implementation in accordance with the Standard equipment configurations and software image in accordance with the procedures and specific service requests (PC refresh)
- Support Audio and visual services including management of conference rooms, huddle space and all employee space, including management of desktop equipment, and teleconference tool management.
Persyaratan :
- Strong troubleshooting and diagnosis skills; ability to use Root Cause Analysis techniques to trace problems to their source and find solutions.
- Good knowledge on ITIL Processes
- Good knowledge on ticketing and monitoring tools (preferably ServiceNow)
- Interpersonal and customer service skills. Ability to maintain positive relationships and work collaboratively with others, including cross-functional staff.
- Desktop operation and support - Installation, configuration, administration and maintenance of ongoing usability of desktop, computers, peripheral equipment and software within established standards and guidelines; Works with vendor support contacts to resolve technical problems with desktop computing equipment and software; Recommends and / or performs upgrades on systems to ensure longevity; Works with procurement staff to purchase hardware and software; Assesses functional needs to determine specifications for purchases.
- Operating Systems – Windows 7 to 8.1 and Windows 10, Windows 11 (preferably), OS installation with an experience on all tools majorly PXE Boot.
- SCCM – Operating system deployments, Application and Security Patch Deployment, Troubleshooting.
- Office Suites - Microsoft Office Suite - Office, Word, Access, Excel, and PowerPoint, Office 365
- Ability to coordinate activities connected to larger projects.
Language specific skills:
- English is mandate (Reading, writing, and listening)
- Local language based on work location.
Education / Certifications:
- High School Graduation with Technical Certifications (per below)
- A+ certification or equivalent knowledge
- Hardware / OEM warranty certifications
- Microsoft certifications
- Familiarity with ITIL processes
- 6+ years of experience required.
- Willingness to travel: This role may involve occasional travel to various sites in their respective region. It may require on call support during major incidents.
Soft Skills :
- Ability to communicate effectively with a wide variety of people in a professional manner, face to face, on the telephone and in writing.
- Must have good team spirit and coordinate skills.
- Ability to own certain tasks and work independent.
- Ability to prioritize, manage and perform under pressure to meet SLA’s.
- Excellent knowledge of Customer Service best practice.
- Willing to work flexibly and with enthusiasm.
- Ability to thrive in a fast paced, rapid changing environment.
- Stays up to date with current technologies related to Desktop Administrations and ITIL.
Catatan:
- Harap selalu berhati-hati terhadap segala bentuk tindak penipuan.
- Selalu hindari lowongan kerja yang memungut biaya saat proses rekrutmen, karena sejatinya mencari kerja adalah upaya untuk mencari dan mendapatkan upah, bukan untuk dipunguti upah.
- Befwork selalu berusaha membantu untuk memilah dan memfilter informasi lowongan kerja yang dipublikasi. Tetapi, alangkah baiknya apabila diimbangi oleh wawasan yang lebih baik juga dari para Befseeker.
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