Job Description
Job Description
Skill : Band 2 DSS Support
Duration: 3 - 6 Months
Site Address: 1 Insights Drive, Clifton, NJ 07012
Start Date: Immediate after BGV.
Job Description – External Field Support Engineer
Technical Support & Issue Resolution
- Respond to Level 1 escalations and resolve complex IT issues across external Quest Diagnostics locations.
- Troubleshoot hardware, Windows/Mac OS, collaboration tools (Outlook, Teams), enterprise applications, and foundational networking issues.
- Maintain strong ServiceNow ticket hygiene with accurate notes, work logs, and timely status updates.
- Perform IMAC activities (Install, Move, Add, Change) for all supported systems and equipment.
- Conduct OS deployments, patching, configuration updates, and endpoint provisioning following SOPs and customer requirements.
- Provide hands‐on support for:
- Desktop/laptop devices
- LAN/WAN connectivity
- Telecom/VoIP systems
- Imaging devices
- LIS/BIS laboratory instruments
- Facility and environmental IT systems
- Participate in IT projects, system migrations, refresh cycles, and hardware/software rollouts across external sites.
- Collaborate with SMEs, network teams, external site leadership, vendors, and service providers to troubleshoot and resolve issues.
- Maintain detailed documentation for incidents, SOPs, change requests, and customer-mandated records.
Other Responsibilities
- Participate in on‐call rotation for critical field incidents.
- Maintain a valid driver’s license.
- Work extended or shifted hours during outages, migrations, or major incidents.
- Perform additional customer-facing field duties as assigned.
Required Skills & Competencies
- Strong troubleshooting expertise across hardware, Windows/Mac OS, networking basics, imaging tools, Autopilot, and endpoint management platforms.
- Working knowledge of ITIL processes and ServiceNow.
- Excellent communication, customer service, and documentation skills suited for external customer support.
- Ability to work independently across remote environments with minimal supervision.
- Strong organizational skills with the ability to manage multiple priorities in fast-moving field conditions.