Field Specialist , Advanced

Field Specialist I, Advanced POSITION PROFILE

The TSAS I is responsible for the configuration, installation, and maintenance of IT equipment, including: workstations, laptops, hardware peripherals, and printers. Participates in the evaluation, planning, development, documentation, & implementation of system upgrades & enhancements. CSS's are a vital link to providing feedback and trends based on customer usage and customer IT configuration requirements, changes in business needs and other areas of Tech Services focus.

May serve as a team member within own work area or on a cross-functional team. Service responsibility may be based on assigned geographic territory and/or individual customer as required.

JOB DUTIES AND RESPONSIBILITIES

* Maintains and supports configuration of workstations, laptops, peripheral hardware, and printers.

* Responsible for creation and installation of computer image, which includes the operating systems and applications for all workstation and laptops

* Maintains and supports software on user's home PC's and laptops to enable successful remote access to the client's network and applications.

* Provides quality customer service to all staff and clients including direct end-user assistance in support of the Help Desk. This requires expeditious claiming of routed Help Desk tickets and detailed resolution of problems.

* Performs duties of a Liaison with hardware and software manufacturers to resolve issues.

* Performs operational troubleshooting and support for Microsoft Windows Operating system

* Performs operational troubleshooting and support for Windows server and Virtualization solutions (VMware and Microsoft

* Performs operational and communication support to troubleshoot and configuration for backbone equipment servicing including switches, routers, firewalls and advanced routing

* Researches and recommends enhancements to the system to better serve the needs of the organization, determined through the direction of management.

* Take the lead on projects assigned, following work plans and meeting deadlines as outlined for the project.

* Responsible for proper installation, configuration, documentation, and operation of workstation virus protection software.

* Participates in floor support for major system changes, rollout of new software, hardware, and system enhancements developed by the organization.

* Performs the duties of a Liaison with other IT groups to research, test, deploy, document, and upgrade new and existing hardware and software.

* Provide desk side support on escalated issues, as necessary.

* Works closely with IT staff to use and share knowledge and encourage open communication.

* Responsible for communication, coordination, & back up of other Help Desk members.

* Interface with customer information technology organizations to resolve configuration problems.

* Maintain their technical certifications, as well as obtain the expertise and knowledge on product & solution training specific to the needs of their function.

* Provide comprehensive technical support on advanced technologies in the IT equipment environment and can assist in the development and delivery of technology and skills development seminars.

* Performs other duties as assigned

QUALIFICATIONS (Education, Experience and Certifications)

Typically requires:

* Industry Certifications - A+, Net+, Security+ (Microsoft 2012 certifications and VMware certifications preferred)

* IT Readiness Training - Server Management, Workstation Management, Advanced Server Support MX, Advanced Server Support AD, UTM Management, VOIP

* Smart Hands Curriculum (36.5 hrs)

* Requires strong computer /application competencies

* Automated call routing

* 4-year degree or equivalent experience

* 2 - 4 years of Field Service experience is strongly preferred

* Requires a valid state driver's license and minimum level of auto insurance coverage per Ricoh policy

KNOWLEDGE, SKILLS, AND ABILITIES

* Strong level understanding of company products, specifically equipment and network software products, connectivity, and their applications

* Experience in supporting and troubleshooting all versions of Microsoft Windows Operating System.

* Experience in supporting and troubleshooting Windows server and Virtualization solutions (VMware and Microsoft).

* Experience with Microsoft Active Directory, scripts and group policies.

* Familiar with and basic experience in Saas solutions such as O365, Hosted Exchange, Hosted VoIP, Hosted Desktop and Servers

* Familiar with ITIL Foundations Certification program

* Effective oral and written communication skills

* Strong interpersonal and verbal communication skills

* Effective analytical skills

* Effective time management and judgment skills

* Effective teamwork skills

* Advanced customer relations skills

* Strong organizational skills including follow up to resolution and closure of issues

* Strong level understanding in use of PCs and associated software applications

* Effective service organization practices and procedures

WORKING CONDITIONS,…