FIELD TECHNICIAN COMPUTING & PERIPHERALS
Also called "Service Technician", the Field Technician provides after sale support services to customers, typically, at their premises.
The individual at work is responsible for attending to customer complaints, installing newly purchased products, troubleshooting system problems and, configuring peripherals such as printers, scanners and network devices.
MINIMUM EDUCATIONAL QUALIFICATIONS
12th Standard Passed
COURSE OUTLINE
engage with customers
- Interact with the customer prior to visit
- Understand customer's requirements on visit or prior to visit
- Suggest possible solutions
- Complete the documentation
- Achieve productivity and quality as per company"s norms
introduction to components of personal computer
- Understanding the working process of all the devices in the computer
- How to use the devices
- Characteristics & features of all the devices in the computer.
- Necessary measures to be taken before using the device.
operating system
- Introducing to operating system,
- Working, processing, necessary step & requirements for operating system.
computer assembly
- Identifying all the components in the computer & taking necessary measures to connect them properly in the order.
- Cleaning the devices & learning about proper alignment of the devices.
troubleshoot and replace faulty module in the equipment
- Receive and understand the customer complaint registered at customer care
- Identify system problems on field visit
- Replace faulty module after diagnosis
- Coordinate with Remote Technical Helpdesk for assistance
- Interact with customer
- Report to Superior
install, configure and setup the hardware system
- Understand the installation requirement and install the hardware
- Configure and setup the network, servers and storage system
- Check system functionality
- Set up the software
- Complete the installation task and report
- Interact with customer
- Interact with superior
- Achieve productivity and quality as per company"s norms
coordinate with colleagues and co-workers
- Interact with supervisor or superior
- Coordinate with colleagues
manage your work to meet requirements
- utilize your time effectively
- use resources correctly and efficiently
- treat confidential information correctly
- work in line with your organization's policies and procedures
- ensure your work meets the agreed requirements
- comply with your organization's current health, safety
- report any identified breaches in health, safety, and security policies
- identify and correct any hazards
service desk processes and procedures
- support customers remotely
- record, prioritize and categorize service requests/incidents
- understand the nature of the problems and perform initial diagnosis
- organization's tools and processes for incident management
- monitor problems to keep customers informed
soft skill and reporting process
- Importance of Monitoring, Measuring and Reporting ,CSFs, KPIs, and Activity Metrics , Quantity Based Activity Measures , Service Desk and Process Metricse
- Service Level Agreement, Timeliness of Response and Resolution data, Problem Management Process Flow (ITIL), Problem Determination, Resolution, tracking, report, control, measures.