Field​/Project Support Technician

The Field Support Technician (FST) is a dispatched onsite support representative and critical piece of the technical services team. The FST provides holistic support to clients and may provide service onsite or remotely depending on needs. The FST will engage clients in evaluating support requests, provide action plans to clients for resolution, and communicate with multiple team members and at client organizations throughout the support process.

Time management, interpersonal skills, and written/oral communications are all highly developed skills of the FST. Broad technical skills and logical technical troubleshooting abilities are required for this position in order to provide the best solutions for client support requests. The FST must be able to understand a problem, evaluate it from a complete systems point of view, research appropriate information, develop an action plan for resolution, and execute the action plan to reach final resolution.

• Monitor

  Monitor PSA scheduling tool to see what tickets have been assigned, the scheduled activities, and their budgeted time windows. Communicate with Operations/Dispatch to ensure that time estimations and scheduled events are feasible and will meet client expectations.

• Communicate

  With clients and Operations/Dispatch while in the field when completing tasks and/or when scheduling changes are needed. This includes service tickets completed ahead of schedule, or prior to a budgeted time estimation being exceeded. It is critical that time appointments are met, and if conflicts should arise, the FST will communicate with Operations/Dispatch prior to missing an upcoming appointment to ensure adjustments can be made and involved parties (clients, additional resources) can be notified prior.

• Communicate with Technical Account Managers

  With Technical Account Managers (TAM) to better understand technical vision for managed clients. The FST is not responsible and should not try to alter the technical systems design for managed clients, but rather implement the direction/vision of the Technical Account Manager according to best practices established.

• After Hours On-Call

  The FST will likely be placed into the After Hours On-Call rotation for support. This rotation involves the FST providing after hours support response for one week on a regular rotation. Responsibilities during this on-call rotation week include responding to after-hours alerts which will come in via phone call and email, sending summary response to team immediately after receiving alert describing the issue and the action plan for resolution, and completing appropriate entries in the PSA/documentation system.

• Document

  Appropriate information in the PSA/RMM tools and documentation systems utilized. Also provide oversight for existing information that is documented for clients. If documentation is lacking for specific areas, the FST will email the technical services group email account requesting missing information and update the information as available.

• Review

  PSA entries for documentation and assist with standardizing information for each client, and standardization among all clients including but not limited to implementing consistent formats across all clients, and reorganizing existing information into standards. Also, documenting standards in a format or template that can be shared by all technical service team members.

• Provide Feedback to TAMs

  Regarding client engagements that could result in new opportunities for client including but not limited to hardware sales, training needs, or other reasonable technology implementations. TAMs can review this information and decide if action is required.

• Review and Document Procedural Items

  For clients related to end user workflows and functions as available for quicker responsiveness and support for line of business applications utilized by clients.

• Continuous Education

  Regarding PSA tool, RMM tools, and technical solutions offered.

• Adhere to Standards

  To all standards and guidelines developed by the management team as well as the employee handbook.

The Field Support Technician position does not have any supervisory rules.

• EDUCATION and/or EXPERIENCE

  Associate's degree (A.
  
  A.) from two-year college or trade school; or one to two years related experience and/or training; or equivalent combination of education and experience.

• LANGUAGE SKILLS

  Ability to read, analyze, and interpret common scientific and technical journals, financial reports, and legal documents. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. Ability to write speeches and articles for publication that conform to prescribed style and format. Ability to effectively present information to top management, public groups, and/or boards of directors.

• MATHEMATICAL SKILLS

  Ability to apply advanced mathematical concepts such as exponents, logarithms, quadratic equations,…