Field Services Analyst

Description

**1. Main Responsibilities** * **Ticket Management:** Register, classify, and prioritize all incidents and requests in the ITSM system (e.g., GLPI, TOPdesk, etc.), ensuring accuracy of information and detailed logging. * **First Contact Resolution (FCR):** Aim to resolve issues immediately during the first interaction. * **Hardware and Software Support:** Provide support for desktops, laptops, printers, peripherals, and operating systems (Windows), as well as productivity suites (e.g., Microsoft 365\). * **Access Management (Onboarding/Offboarding):** Create, modify, or revoke access to corporate systems and platforms, adhering to information security policies. * **Escalation:** Route unresolved tickets to Level 2 teams or external vendors, documenting all prior actions taken (avoiding the "Ping-Pong Effect"). **2. Technical Knowledge and Infrastructure Fundamentals** To perform troubleshooting effectively before escalating a ticket, Level 1 must understand and master the following technical foundations: * **Active Directory (AD) and Identity Management:** * + Unlock accounts and reset passwords. + Create users and move them between Organizational Units (OUs). + Perform basic management of security groups and distribution lists. + Understand the impact of Group Policy Objects (GPOs) on the user environment (e.g., forcing local policy updates with gpupdate /force). * **Networking Fundamentals (TCP/IP):** * + Understand the TCP/IP stack and distinguish between local network (LAN) and internet (WAN) issues. + Use diagnostic commands via command prompt (CMD/PowerShell) to verify connectivity: ping, tracert, ipconfig /release and /renew. + Resolve basic DNS issues (using nslookup and ipconfig /flushdns). + Differentiate between static and dynamic IP addressing (DHCP). * **Connectivity and Remote Access:** * + Configure and support corporate VPN clients (identify authentication or routing failures). + Provide basic Wi-Fi connectivity support (forget network, reconfigure credentials, signal analysis). + Map network drives and shared printers. **3. Behavioral Skills (Soft Skills)** * **Empathy and Patience:** Ability to translate technical terms into accessible language and calm users during stressful situations. * **Clear Communication:** Structured technical writing for ticket documentation and assertive verbal communication. * **Sense of Urgency:** Ability to quickly identify when an individual issue is actually a Critical Incident (P1\) affecting overall operations. * **Documentation Focus:** Habit of continuously consulting and updating knowledge bases. ### **Employment Type:** CLT ### **Benefits:** Meal Voucher, Transportation Voucher, Dental Plan, Health Insurance, Life Insurance, OnHappy ### **Department:** Corporate