Digital Field Service Engineer - Campana, Argentina - Cabot Corporation

Descripción

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.

• 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 oneonone 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

• 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

• 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 afterhours 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.

• 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 crossfunctional 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.

• Windows 7 to 8.1 and Windows 10, Windows 11 (preferably), OS installation with an experience on all tools majorly PXE Boot.

• Operating system deployments, Application and Security Patch Deployment, Troubleshooting.

• Microsoft Office Suite
• Office, Word, Access, Excel, and PowerPoint, Office 36
• Ability to coordinate activities connected to larger projects.

• English is mandate (Read