Problem analysis and approach
Gather all information relevant for the problem, analyze using defined means, gather additional diagnostic info if needed, execute initial approach to solve problem determined by senior engineers and with close guidance from others.
Problem handovers and routing
Handover problem or problem aspects to others (experienced 1st line), document all data relevant for problem (e.g. pass-downs, work orders, field service reports, system problem reports, technical reports).
Install equipment at customers locations, including equipment with new features, unload components, inspect for damage, assemble, align and test per the guidance provided by experienced team members.
Execute hardware installation and perform system setup/recovery for upgrade packages as well as support locally owned field swaps adherering to an up-to-date plan and following the sequence under close guidance of experienced team members.
Based on arranged customer machine time window to arrange for all (possible) parts, tools, equipment and information / knowledge to be available at start of procedure, execute procedure under the guidance from experienced team members.
Explain appropriate actions to users to correct malfunctions, routine maintenance of equipment, recommend changes in user procedures when needed.
Knowledge build-up and transfer
Shares own findings and WoW with rest of the team.