Field Technician Computing & Peripherals

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About 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.

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.

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