Field and Remote Support Associate Engineer at the IT Service Delivery

Job Title: Field and Remote Support Associate Engineer
Department: IT Service Delivery
Grade: 12

Basic Functions: The Field and Remote Support Associate Engineer is part of a Service Desk support team. The Field and Remote Support Associate Engineer responds to stakeholders needs as they arise and provides high quality technical, operational and maintenance support by troubleshooting and installing hardware, software, networking, IP telephony, A/V, updates, and by identifying areas in which the use of technology can be improved.

1. Duties Performed:

• Provides in depth onsite and remote support via email, chat, phone and site visits.
• Provide 24/7 on call support as requested by supervisor.
• Systematically logs and updates incidents and requests using the adopted ticketing system.
• Performs thorough onsite support by troubleshooting, installing and maintaining a variety of operating systems, applications, and computer equipment.
• Installs new and rebuilds existing servers and configures hardware, peripherals, services, settings, directories, storage, directory services etc. in accordance with standards and operational requirements.
• Responsible for meeting Service Level Agreement (SLA) timeframes in responding and resolving tickets.
• Maintains an accurate and updated record of daily activities and follow-ups.
• Constantly communicates incidents, and requests progress and status to the requester.
• Investigates, diagnoses the incidents and searches for the best solution to meet the customer requirements and satisfaction.
• Resolves incidents promptly while promoting customer satisfaction, effectiveness and efficiency.
• Identifies and reports changes to knowledge base articles.
• Identifies and communicates performance and operational issue on Servers, client computer or peripherals.
• Communicates in a written form to report stakeholders’ needs and requirements towards enhancing the service or daily operation.
• Sets up new equipment for employees, surveying their location prior to the installation and coordinates with appropriate parties to have an equipped environment, compares PO to delivered items during the installation and updates the Assets database.
• Supports students in configuring their laptops, mobile devices and PDAs to connect to AUB’s wireless infrastructure.
• Maintains an operational and up to date classrooms and Labs within the assigned support zone.
• Onboard new hires in the team, conduct appropriate introductory trainings and orientation sessions.
• Promotes a cooperative working environment.
• Performs similar or related duties as requested by supervisor.

2. Work Contacts:

Contact with the University’s Campus and Medical Center departments, faculty members, students, alumni, and staff to attend to their requests. Shall also contact vendors’ technical support teams.

3. Independence of Operation:

Reports to the Service Desk Manager or their assignee.

4. Supervisory Responsibility:

Supervises Work Study Students, contractors and vendors work within the assigned support zone.

5. Physical Effort:

Minimal physical effort.

6. Work Conditions:

• Clean and pleasant.
• Will be under pressure to service stakeholders and to work on shift basis including holidays and weekends. Working mostly using computer equipment.

7. Minimum Requirements: