Senior Technician, Field Services

Job description

When our customers are looking for consultative IT expertise, where else would they turn but to the company driving human progress through technology? Our Field Services team within Professional Services are specialists in Site Services, Asset Management and on-site services. Join us to do the best work of your career and make a profound social impact as a **Senior Technician** on our **Field Services** Team in **Pune.** **What youll achieve** As a Senior Technician, you will apply technical expertise, peer collaboration, diagnosis tools and analytical practices to resolve customer issues, taking care of our customer IT operations by delivering outstanding on-site support. Provide second level support for End user Desktop and IT Site Services support and assist management team with day-to-day operations of the group. Receives, assesses, troubleshoots and escalates support incidents and requests. **You will:** - Resolve complex issues & handle escalations. (e.g., executive technical escalations) - Build and maintain relationships with other groups that impact the technical aspect for phone support (such as tool content teams and the product group). - Assists in coordinating with vendors for resolution of user’s issue - Assist in identifying and documenting processes, procedures and technical resolutions. - Manage all local IT Equipment in ITAM (Asset Management) and the global asset management database. - Installations, including rack and stack - Break / Fix Support & Case management - Ownership of escalated cases and follow through till resolution. **Take the first step towards your dream career** Every Dell Technologies team member brings something unique to the table. Here’s what we are looking for with this role: **Essential Requirements** - Skilled in hardware, software and/or operating systems environment. - Knowledge of appropriate networks, products and protocols - Experience with Service Now and similar ITSM IT Service Management solutions for ticketing. - Good understanding of OS installation, configuration, troubleshooting of Desktops, Laptops & Printers. - Exposure to setting up Video Conference setup & troubleshooting - Exposure to Exchange Active Sync and email configuration on mobile devices. - Good understanding of protocols (TCP/IP and subnetting), VPN, and basic commands like (ipconfig, trace routes etc.) - Exposure in implementing Voice / Telecom systems, voice messaging systems and deploying new phone and voice mail extensions. - Strong troubleshooting, communication & customer handling skills. - 2+ years of related experience **Desirable Requirements** - Macintosh and Linux OS knowledge recommended not mandatory