Desktop Support Engineer (Level 4)

Responsibilities

SITE TRAVEL IS REQUIRED FOR THIS ROLE

Tasks

Maintain current instruction manuals for vehicle up-fitters to properly install complimentary component

Attend field worker training on new Devices and project rollouts

Provide lifecycle management of services pertaining to the mounting requirements for field support installations

Consult with the third-party supplier and the Customer to specify and update the vehicle dock kit specifications to reflect changes and updates to the vehicle mounts kits

Obtain written ergonomic and safety approval from the Customer's Fleet Services department, such department being responsible for vehicles and equipment, prior to introducing changes to vehicle kit mount components

Manage builds tailored to the field-based laptop business function

Provide the repair and reimage of field Devices

Manage Service delivery with the logistic provider to move Devices throughout the service territory

Stock a working inventory for break/fix swap outs

Provide vehicle mounting services, including installation work and incremental expansions of vehicles with respect to field-based equipment

Consult with the applicable third-party suppliers to specify and update the vehicle dock kit specifications to reflect changes and updates to the vehicle mounts kits, including modems, antennas and peripheral Devices

Obtain written ergonomic and safety approval from the Customer's Fleet Services department prior to introducing changes to vehicle kit mount components

Consult with the applicable third-party supplier and update the laptop dock component in all field installation kits to reflect retired dock models and their replacement

Consult with the applicable third-party supplier and update the vehicle kits' electronics and power components to reflect retired models and their replacements

Review and make accommodations for any changes in wiring or cabling that could result from any of the above kit component changes

Provide Lifecycle management of services pertaining to the video capturing requirements for field support installations;

Consult with the applicable third-party supplier and determine a lifecycle replacement schedule (for example, yearly as vehicles are replaced to allow for replacement of retired video camera with a new model)

Provide lifecycle management of services pertaining to the code blue Devices field support installations

Consult with the applicable third-party supplier update the vehicle kits to reflect code blue switch re-designs in order to begin utilising the new replacement part during yearly vehicle replenishment unfitting activities

Provide lifecycle management of services pertaining to the AVLS (Modem) Devices, configurations and testing for field support installations

Consult with the applicable third-party supplier and update the vehicle kits' communications modem mount plate to reflect retirement of styles and/or models with the replacement style

Review and make recommendations for any changes in wiring and/or cabling that could result from introduction of new modem style, including communication port

Provide the necessary testing process to ensure the new model operates with the field application

Investigate as needed and provide findings confidentially as related to AVLS (GPS Locations) and DriveCam videos and photos

Provide the modem activation and deactivation

Provide on-site services at multiple locations throughout the Customer's service territory on items specific to the field-based Service Recipients (e.g., vehicle mounts, modems, touch screen displays, vehicle wiring kits)

Recommend to the Customer means for improving the incumbent repair process, including efficient, cost-effective solutions that minimize the impact to the Customer's field-based Service Recipients and Services

Take reasonable care over specialized tools to ensure they are not lost, stolen or broken

By exception only, where operational business criticality requires, attend vehicles that require support in the field (the usual arrangement is that vehicles that require support will go to the nearest designated site, as described in row 32 below

Communicate, in person, the latest status and/or resolution to the end user.

Update the ticket with the asset management data, as appropriate.

Update and close the ticket.

Qualifications

Position Description:

Level 4 positions typically demonstrate advanced knowledge of Principles, practices, and procedures of a particular field of specialization and complete complex assignments; integrate complex elements from other specialties into work assignments; demonstrate a strong commitment to inclusionary practices which support diversity throughout the University; establish a shared vision and take responsibility for the achievement of team goals, and provide direction for appropriate implementation of plans; present ideas, concepts and instructions in a clear manner, and use persuasion and negotiation to build consensus and cooperation; ensure safe practices and environmental coiousness are exhibited in decisions; develop new techniques, concepts, theories, programs or solutions and apply them to complex strategic operating issues; typically work independently on complex work assignments, review progress and evaluate results and update management as appropriate; may direct and delegate work to lower-level staff.

Coordinate large-scale projects

Develop effective policies and procedures

May be responsible for various administrative and budget tasks

Research emerging technologies

Develop information security/assurance policies, principles, and practices

Negotiate with vendors at a multi-unit level

Participate in the strategic planning process and provide input into strategic decisions for the department, unit, or college

Skill/Ability Knowledge:

Able to work at a high level independently, utilizing other resources with good judgment

Able to demonstrate high initiative and ownership of issues

Able to make customers feel great about their support experience regardless of the outcome via high level, polished customer and relationship management skills

Must have strong leadership skills and a willingness and ability to work through tough situations and solve challenging problems

Extraordinary written, verbal and interpersonal skills are also a must

Must be ready and willing to commit to continuous education, certification and self-improvement

Must be able to act as a leader and set the example both technically as well as with all other employee responsibilities within his/her team

Install, upgrade, support and troubleshoot XP, Windows 7 and Microsoft Office Apple, Mac, iPad, iPhone and any other authorized desktop applications

Customize desktop hardware to meet user specifications and site standards

Responsible for monitoring, operating, managing, troubleshooting and restoring to service any terminal service client, personal computers (PC) or notebooks that has authorized access to the network

When the restoration is beyond the scope of the computers, laptops, printers and any other authorized peripheral equipment the Desktop Support Engineers will escalate the issue/problem to proper tier 3 support team member

Develop trends by monitoring and analyzing incoming calls, problems and support requests

Provide user data and application recovery

Use diagnostic tools to troubleshoot problems associated with network connectivity, and workstation hardware/software

Use tools and methodologies to load, copy and customize operating system configurations for deployment

Responsible for tracking hardware and software inventory

Familiarize end users on basic software, hardware and peripheral device operation

Take ownership and responsibility of queries, issues and problems assigned to the Desktop Support Engineers

Works with vendor support contacts to resolve technical issues within the desktop environment

Works with other IT team members regarding new branch builds and upgrades

Dealing with queries by following departmental procedures for fault resolution

Operates within, enforces, and suggests modifications and additions to desktop standards and guidelines

Maintains IT records and tracking for area of responsibility

Ensures that supported customer accurately completes the approved work request with the date and time of submission

Develop sound understanding of IT operations and related applications and IT systems as well as business related processes and procedures

Develop technical knowledge of each system within company profile and specialized knowledge of certain nominated areas

Maintain adequate knowledge of operating systems and application software used to provide a high level of support

Maintains and consistently demonstrates a general knowledge of company guidelines, processes, practices and procedures

Soft Skills:

Thought Process: Able to understand technical concepts and can develop ways to help others learn. Ability to solve complex problems with innovative solutions. Ability to manage multiple priorities. Ability to quickly and proactively gain an understanding of the client's business problems and deliver solutions and recommendations to solve.

Interpersonal: Excellent customer service, technical, organizational, and communication skills -- in person and on the phone; effective listening and team orientation. Able to persuade, influence and negotiate with staff and vendors in critical situations. Able to motivate others and work cooperatively in a group to achieve common goals.

Physical: Able to sit at a desk and grasp writing instruments. Able to manipulate fingers to perform keyboard strokes on a computer. Mobile between buildings. Must also be able to lift 40lbs without issue and move it from under a desk to a cart and vice versa.