Job Description

The On-Site Technical Support Specialist is responsible for providing Level 2 support for incident and service request resolution on customer sites. This includes troubleshooting, diagnosing, and resolving hardware and software incidents, as well as coordinating with the service desk, customers, and end users. The role focuses on ensuring that all on-site support activities are completed efficiently and effectively, meeting the Service Level Requirements (SLRs) defined by the customer.

Key Responsibilities:

1. On-Site Incident and Service Request Resolution

• Provide Level 2 on-site technical support, including troubleshooting, diagnosing, and resolving incidents for devices and servers.
• Repair or replace physically broken or inoperable devices and ensure that devices are returned to operational condition.

• Coordinate with the Service Desk, third-party suppliers, and other support teams to manage all on-site technical support requests through to resolution and closure.
• Work with end users or other site staff to schedule on-site visits in response to escalated incidents or service requests.
• Dispatch appropriate technicians as required to provide timely support.

• Conduct appropriate tests on repaired devices, software, or servers to ensure they are functioning properly and in compliance with service expectations.
• Obtain end-user acknowledgment of the successful completion of service requests or resolution of incidents.

• Develop and document on-site technical support procedures that adhere to defined requirements and standards.
• Maintain inventory levels of devices and peripherals as specified in the Common Procedures Manual to ensure readiness for on-site support.

• Provide recommendations to improve on-site technical support policies and procedures.
• Coordinate with customer representatives to understand requirements and ensure alignment with defined policies.