Onsite
Desktop Toughbook Specialist (MDT)
Plano, TX
Full time
Job Description:
Required Knowledge and Experience:
• Experience in supporting MDT (Mobile Data Terminal) devices, preferably in a mobile technology environment.
• Strong experience in remotely supporting MDT and other business users and troubleshooting issues efficiently.
• Experience with SIM card activation processes and experience in configuring SIM cards for MDT devices.
• Proficiency in downloading drivers from Getac's website and remotely installing them on MDT devices.
• Excellent technical troubleshooting skills for MDT hardware, software, and connectivity problems.
• Knowledge of mobile network technologies and the ability to diagnose and resolve network-related issues.
• Strong documentation and organizational skills to maintain detailed records and update knowledge base article.
• Effective communication skills to provide clear instructions and support to MDT users.
• Ability to work independently and prioritize tasks to meet support service level agreements (SLAs).
• A proactive and customer-focused attitude, striving to deliver exceptional support and user experience.
• Experience in handling calls as part of IT Service model by maintaining Average speed to answer (ASA), First call resolution (FCR), CSAT
• Participate in Major incident management process.
• Familiar with Incident management, Change management, Problem management, Service Request
• Familiar operating with ServiceNow ITSM tool
• Basic knowledge on Asset tracking and updates
• Good knowledge on mitigating vulnerabilities and patching device
• Participate in Hardware and OS refresh activities.
