Field Services Engineer

Field Service Engineer:

Job description:

• Participate in troubleshooting for both hardware and software issues;
• Perform general onsite, hands-on support for technology, Equipment, and/or Devices and supporting the troubleshooting and resolution of technical issues and execution of Service Requests at Customer Locations
• MACDs; Hardware changes (e.g., hardware installation and testing upon configuration); Server/Storage reboots; Power cycles; Post-deployment validation of service functionality;
• Provide onsite escorts for Third Parties;
• Customer Location survey updates (rack elevations, current equipment, etc.);
• Video room support including endpoints and meeting room panels;
• Assisting with live events as requested by Customer
• Activities requiring onsite support (e.g., helping to resolve Network and compute issues in collaboration with the vendor(s) providing infrastructure and network support).
• Perform deskside support as part of onsite troubleshooting and resolution activities to address issues with user equipment (e.g., User Devices, user software).
• Onsite troubleshooting of User Devices (e.g., address driver issues, hardware fault diagnosis, peripheral support, device provisioning follow-ups, OS issues, network access issues);
• Onsite troubleshooting of Software issues for Software included in the User Device configurations (e.g., Microsoft Office, Adobe Creative Cloud);
• Validating that conferencing systems, telepresence systems, and video conferencing suites are operational
• Checking networked printers and MFDs for error messages
• Where required, address appointments scheduled requiring onsite support (e.g., new employee onboarding)

Roles and Responsibilities :

• Coordinate with the Service Desk and other necessary entities, including third parties and client support organizations, to provide the technical support services
• Troubleshoot, diagnose, and resolve Incidents for devices and software (OS), including removing and repairing physically broken or inoperable devices
• Conduct tests of repaired device to ensure such device operates appropriately and contains the End User images
• Provide instructions and usage assistance to End Users with respect to devices and software (e.g., installation instructions, provide how-to assistance). Cognizant responsible for providing instructions/guides to Partner Technicians, to be shared with the End Users.
• Assist End Users in the execution of data backups or in restoring lost or damaged files from file backups of local drives
• Replace devices through warranty services that cannot be repaired onsite, as appropriate
• Provide immediate replacement devices (e.g., hot swaps) for devices that cannot be repaired onsite
• Restore work area to pre-repair condition upon completion of any End User support activity
• Obtain End User acknowledgement for completion of Service Requests
• Provide Smart Hands & Feet for audio and visual conference room support (e.g., setups, break-fix, technical support) per Service Requests at designated client locations and during designated service hours
• Manage/coordinate third party audio and visual equipment installation projects (at FTE sites and act as escort at dispatch sites if required.
• While onsite on a dispatch request, provide Level 2 Support to assist End Users with third party coordination and set up of End User devices including coordination with third party mobile data and voice carriers)
• Configure all BIOS and hardware settings if required
• Configure Operating System settings and system drivers if required
• Configure all Applications included within the Core Image and any base Layered Applications approved by Client
• Ensure that encryption, authentication, VPN and other access management Software is configured in accordance with Client's policies and procedures; and ensure that network connectivity settings are properly Configured.
• Implement and deploy End User device software patches in alignment with client's corporate compliance policies
• Implement and deploy End User device hardware upgrades and software patches in alignment with client's corporate compliance policies
• Decommission End User Equipment from the client asset systems upon the decommissioning/removal from the client environment
• Ticket Content: Make sure the ticket contains enough detail. If it is neither within scope or the ticket is not detailed enough, then you need to contact requester. Also, escalate to team leader or manager if advice is needed.
• Escorting break-fix partner/Vendor up to device location, if required
• Campus desk side support team will provide enhanced support services to authorized VIPs that include a walk-up service, where identified.
• In case of shoulder tapped tickets technicians should take approval from Cognizant and get ticket logged before attending to shoulder tapped tickets.

Deskside Services (End User Devices)

Technician will be responsible for responding to all Tickets that have been designated as requiring On-Site/ Deskside Support.

Warranty Break-Fix Services (End User Devices)

Cognizant will provide the management of OEM warranty for repair service for supported assets under OEM warranty. In providing the warranty management for Break-Fix Services, Technician will:

• Provide the management of OEM warranty for repair service – in most cases this includes preparing the defective equipment for shipment back to the OEM through the client's onsite shipping department and tracking / managing the claim through the entire life cycle
• Coordinate service through technicians where client has a pre-existing warranty agreement of OEM service or uplift from the standard warranty
• Manage the escalation process on behalf of Cognizant or client to continue to track, manage and see that the appropriate resources are applied to the issue to return the device to service with commercially reasonable efforts if the OEM or third party is not able to meet any previously contracted service level requirements
• Notifying Cognizant and client of each OEM or Third-Party Contractor failure to perform in accordance with the applicable SLA

RMA Scope

For warranty service tickets –

• OEM Trouble Tickets will be opened for warranty support and Return Materials Authorization (RMA) number will be obtained. IT Help will be updated with RMA numbers and instructions.
• Field Services Technician will remove defective parts and package for shipment, ensuring RMA numbers are clearly marked per OEM instruction
• Client will provide packing material and services to ship defectives back to OEM or client's repair facility
• Field Services Technicians will replace defective with loaner, swap or take out of service for repair (depending on client's process) and capture both the defective and the replacement model / serial number.
• Technicians will take applicable parts from client and capture tracking number in IT Help Trouble Ticket
• Service Desk/L2 or Cognizant will track open Trouble Ticket status with OEM per OEM's warranty SLRs
• When a repaired part is received, the Field Services Technician will install or return to good inventory subject to client's change management processes with a new service call.
• Upon completion of the aforementioned activities, the applicable RMA Trouble Ticket will be updated and closed by Cognizant