Senior Field Service Engineer

<h2>Your Role at Cabot</h2> <p>We are looking for highly motivated, technically adept and customer service focused Field Service Engineers (FSE) with a desire to work in a fast paced, deep relationship environment.</p> <p>Under limited supervision, the FSE provides second-level IT technical support of desktops and IT equipment at the at our office in Schaffhausen Switzerland and our manufacturing plant in Rheinfelden Germany. This includes the diagnoses and problem solving of issues on a particular technology or local applications. Resolving problems of higher complexity. Training others and assisting with the coordination of regional activities and support of Digital projects &amp; Global initiatives working with our MSP (Managed Service Provide) Cognizant.</p> <h2>How You Will Make an Impact</h2> <ul> <li>Provides second-level support directly to local users at our office in Schaffhausen Switzerland and our manufacturing plant in Rheinfelden Germany.  Ensures smooth and timely attention and solution to user problems. Handles a wide variety of service issues, including more complex problems. Consistently meet Service Level Agreements and communicate directly with customers via phone, e-mail, and remote diagnostics to identify, reproduce and resolve reported issues.</li> <li>Provides new user induction training as part of the onboarding process and takes care of the hardware provisioning which includes the Digital Workplace.</li> <li>Ensures and maintains sufficient computer equipment capacity (inventory) related to all client/servers, LAN, telecommunications, and other infrastructure equipment. This includes maintaining a clean and organized server room with clear documentation and track physical returns of client equipment and update CMDB (Configuration Management DataBase) accordingly.</li> <li>Perform physical asset audit to validate the data in the CMDB is accurate and current as requested, (Stale report) and maintains inventory for computers ready to deploy.</li> <li>Provides one-on-one training and/or day to day guidance to users and less experienced specialists directly or remotely as needed. </li> <li>Executes established Digital procedures and guidelines. May assist with drafting of new procedures as needed. Monitors equipment activity against global standards and planned activities.</li> <li>Maintain &amp; update tickets in ServiceNow and communicates status. Applies proper ticket hygiene, manages aging tickets, backlog and escalates where needed.</li> <li>Maintains local vendor relations where applicable e.g. Mobile service provider.</li> <li>Creates Knowledge Base articles to ‘left shift’ some of the local support to Service Desk or L2 Teams. (Shift Left: make knowledge available to less experienced support teams, helping them answer more difficult customer questions.).</li> <li>Executes wellness checks to the identified Cabot’s location(s) as requested and approved by Cabot.</li> <li>Regularly defining and updating the Site runbook to document the onsite activities / systems / Infrastructure.</li> <li>Flexibility in terms of travel to nearby and remote locations.</li> <li>Coordinate IMAC-D service requests with Service Desk and all other necessary service providers, Third-Party and Cabot support organizations to resolution and closure. (IMAC-D: Install, Move, Add, Change or Delete).</li> <li>Provide level 3 support and problem resolution for printing issues at site level, and smart hands support for third party provider managed devices.</li> <li>May administer and support telephone systems, including moves, changes, and configurations, depending on location.</li> <li>Configure, troubleshoot, isolate, repair, and resolve all customer desktop issues including desktop/laptop hardware and software, mobile devices, printer/scanners/copiers, audio visual equipment, hardware peripherals and other desktop related equipment. </li> <li>Participates in after-hours emergency calls (P1 incidents) or on call rotation.</li> <li>Support tactical and strategic goals of the Team.</li> <li>Coordinate with end user or other site staff to schedule on site technical support service visits in response to incident or service request.</li> <li>Coordinate with appropriate level 2 or level 3 analyst(s) in response to an escalated incident or service Request.</li> <li>Build, configure and test device implementation in accordance with the Standard equipment configurations and software image in accordance with the procedures and specific service requests (PC refresh).</li> <li>Support Audio and visual services including management of conference rooms, huddle space and all employee space, including management of desktop equipment, and teleconference tool management.</li> </ul> <h2>What You Will Bring to Cabot</h2> <ul> <li>6+ years of experience in IT field. </li> <li>Fluency in English written, verbal and interpersonal communication skills at all levels.</li> <li>Strong troubleshooting and diagnosis skills; ability to use