Vacancy caducado!
CRI is looking for an Infrastructure Representative I on our Field Services team that reports directly to the Field Services Supervisor providing support to diagnose and resolve problems with computer hardware/software, and peripherals at the desktop/laptop level.
Responsibilities- Perform Return-to-Service (RTS) activities.
- Provide break-fix incident support at face-to-face channel.
- Install and uninstall software, hardware, computers, and peripherals specific to break fix.
- Image and re-image new and existing computers.
- Partner with other areas within BEA to update asset tracking.
- Device support for break fix, and new provisioning of, services for desktop, laptop, tablet, virtual machine, mobile device, smart phone, collaboration equipment, etc.
- Maintenance of an inclusive knowledge base of common resolution techniques for Window
- Participate in root cause analysis with BEA Tier 3 teams.
- Coordinate with other in-scope functions of this statement of work and IM Network Infrastructure to ensure cabling, patching, and router/switch configurations are completed so technicians can perform their work.
- Technicians shall make a reasonable effort to verify that non-standard hardware and software is in working order. Users will need to escalate issues to the hardware/software vendor if there are issues the technicians are unable to resolve.
- Record, assign, and track through completion all end-user variance requests to standard configurations.
- Remain interface for the user throughout the variance process. Variance requests shall be approved prior to the Subcontractor performing work on the device.
- When working on a computer, ensure that it has the standard configuration (i.e. joined to the domain, antivirus installed and running, in NIC, etc.).
- During OS installs and updates, technicians shall provide a functional validation of standard applications the user will be accessing. This means ensuring Microsoft Office products and other standard applications are functioning.
- Communicate with the user to set a date for when the work shall be completed and complete the work by or before the scheduled date. If changes to the anticipated completion time occur (e.g., delivery of parts is delayed, other higher priorities arise, the user is out of the office on business travel, short-term disability, etc.,), communicate with the user and establish a new date.
- Communicate with the user at least once a week with status updates. Exceptions would be for future scheduled events such as a conference call or a loaner laptop reservation.
- Tickets and resolutions are reviewed by mentor and/or Technical Lead daily.
- Always Maintain a professional and courteous demeanor providing timely, respectful, and thorough customer service. Communicate with the most appropriate method to team members and client.
- High School Diploma or equivalent and at least 1 year of Technical Support experience
- Knowledge and ability to utilize computers and related technology efficiently
- Excellent customer service skills
- Basic hardware troubleshooting and problem-solving skills
- Experience with Microsoft Windows operating systems and products
- Tier 1 Apple certifications
- CompTIA A+ certification
- Linux platforms
- Year one, 1.54 hours awarded per pay period (40 hours for the first year)
- On one-year work anniversary, a lump sum of 40 hours
- Two to five years of service, 80 hours are awarded each year as a lump sum, based on the anniversary date.
- Five to fifteen years of service 120 hours are awarded each year based on the anniversary date.
- After fifteen years of service 160 hours are awarded each year based on the anniversary date.
- Up to 56 hours of sick pay
- Ten (10) paid holidays are awarded per year.
- These include New Year s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, and Christmas Day.
- Four (4) other holidays are provided during curtailment between Christmas and New Year s Day. (CRI may substitute for any of the named holidays another day off with pay.)
- VOYA 401(k) Retirement Savings Plan
- No Waiting Period
- Invest pre-tax dollars and ROTH after-tax dollars, up to IRS-regulated annual maximum allowable.
- CRI pays all administrative costs except the Mutual Fund charges that reduce the investments Net Asset Value, recordkeeping fees, and individual fees related to distribution requests.
- Company matching of .5% up to 1%
Vacancy caducado!