Field Service Engineer
Summary:
The primary function of this role is to provide application deployment support on mobile devices (as needed) and configuration expertise during the Enterprise Mobile Device Project. The resource may support other services as needed for the government client, but will be measured against the project for contractual obligations as the primary support function, and secondary support functions will support the Support Office with Tier 2 and 3 functions for deploying technical solutions.This is a customer-facing role that requires extensive knowledge of Information Technology and the ability to adhere to strict customer deadlines.
Essential Functions- Provide application deployment, mobile data plan recommendations based on customer requirements, hardware and software recommendations based on customer requirements.
- Provide configuration expertise during the roll out phase of projects.
- Act as Mobile Device Program customer liaison in support of distribution, configuration management, patching, troubleshooting program-deployed devices.
- Adhere to project deadlines for deployment and service level objectives to meet customer requirements.
- Provide Network Operations and Security recommendations for Enterprise or non-Enterprise Devices.
- Support as required, assessments, COTS application testing, ITCCB Submissions, eGov Submissions, and other organizational application approvals by representing the customer needs within the department.
- Support liaison to other government agencies in support of the Mobile Device Security initiatives.
- Improves operations by conducting COTS application systems analysis; recommending changes in policies and procedures.
- Determines operational feasibility by evaluating analysis, problem definition, requirements, solution development, and proposed solutions.
- Documents and demonstrates solutions by developing documentation, flowcharts, layouts, diagrams, charts, code comments and clear code.
- Prepares and installs solutions by determining and designing system specifications, standards, and programming.
- Manage the enrollment and configuration standards of devices in an approved Mobile Device Management (MDM) solution for defined assets.
- Define recommended reporting requirements for mobile device management program.
- Provide support for routine reporting of data plan usage for customers with tablets, hotspots or other forms of cellular capabilities.
- Support inventory management of mobile devices.
- Installation and configuration of enterprise system software to include site-specific features or policy considerations.
- Analyze and support the customer to define product and functional requirements to resolve customer needs.
- Configure Microsoft Windows Desktop.
- Be a customer-facing resource reporting issues back to program / project manager or Team Lead for related challenges.
- Serve as primary contact for customers experiencing technical and/or non-technical issues within the scope of work.
- Serve as liaison for government customers experiencing technical and/or non-technical issues within the scope of work.
- Employs strong listening, communication skills to support troubleshooting, and customer issues.
- Provides ongoing technical support for specialized needs: logs trouble calls, analyzes and corrects problems at source.
- Leverages existing practices and processes to support customer needs.
- Identifies problems requiring vendor assistance and coordinates vendor technical support as needed.
- Provide service support for Microsoft Office products, database applications and a variety of engineering applications and peripherals.
- Provide training and assistance to newly hired IT employees for IT security, utilization of networks, computers and peripherals such as scanners and printers.
- Works closely with manufacturers and/or vendors to expedite repair and/or updates for computers, printers, scanners, and VTC.
- Provide Remedy and Service Now ticketing systems as well as familiarity of the Information Technology Service Management (ITSM) processes.
- Performs general troubleshooting of printers, plotters, or scanners before escalation to third-party service technicians.
- Assists with managing the inventory of equipment, such as hard drives, printer parts, etc.
- Responsible for projecting milestones to deploy devices/network setup; and to provide deliverables (SOPs, reports, analysis of customer requirements, etc.).
- Troubleshooting and incident management for customer supporting Tier 2 as needed and Tier 3 engineer for State Annex.
- Perform against agreed upon project schedule for Enterprise Mobile Device Program.
- As available, support as a Tier 2 and Tier 3 Engineering SME for Network LAN equipment, local printers, PC issues whereby within OBO’s logical scope of work.
Supervisory Responsibility
None required for this position
Work Environment
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.- Must be able to remain in a stationary position 75% of the time.
- Occasionally moves about inside the office to access file cabinets, office machinery, etc.
- Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.
- Expresses or exchanges ideas by means of the spoken word. Those activities in which they must convey detailed or important spoken instructions to other workers accurately, loudly or quickly.
- Frequently moves standard office equipment up to 25 pounds.
- Must be able to work indoor conditions 90% of the time.
While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.
Position Type/Expected Hours of Work
This is a full-time position. Typical days and hours of work are Monday through Friday, 8:00 a.m. to 5:00 p.m. Evening and weekend hours required, as required by business need.
Travel
Travel is primarily local during the business day, although some out of the area travel and overnight may be expected.
Experience- Minimum of 5 years of relevant experience supporting mobile devices i.e. iPhones, laptops, tablets, iPad etc.
- Ability to diagnose troubleshooting and customer issues.
- Must possess advanced written and verbal communication skills.
- Bachelor degree in Computer Science or related field.
Security Clearance
A Secret clearance is required
Drug Free Workplace
All Native Group is a Drug Free Workplace. It is our policy that all new hires must successfully complete a pre-employment drug screen as a condition of employment. In addition, all employees are subject to random drug screens throughout the term of their employment with All Native Group.
AAP/EEO Statement
All Native Group is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.However, preference may be extended to persons of Indian descent in accordance with applicable laws.
Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
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