Field Support Technician

As a member of the Field Service Operations team, the candidate will provide high quality support with very good customer service, technical expertise, and timeliness. This position has frequent contact with end users, peers, and managers, primarily face‑to‑face as desk side support for service requests and on‑site problem resolution. The candidate will work in a team environment with a collaborative approach to resolving customer problems and supporting other members of the Site Services department.

The candidate will also provide hands and eyes support to other IT teams including but not limited to Audio Visual, Network (Data and voice), and Servers.

• As an Onsite Support Technician with minimum of one to three years of technical experience in providing quality services to the end users which includes the following key roles and responsibilities:
• Provide customer facing end‑user support that includes:
• Install and configure desktops, laptops, mobile devices, and associated peripherals and related software.
• Perform on‑site updates, configuration changes, or software installations.
• Provide on‑site technical assistance to end users.
• Identify potential issues that could adversely impact end‑user experience and follow through on action steps to prevent.
• Manage the ticket queue and ensure tickets are resolved and closed within the defined service level agreement. Respond to end‑user requests for updates on ticket status and promptly follow up as needed.
• Coordinate with vendors for provision of end‑user support (e.g. hardware vendor technicians for warranty repair/replacement).
• Perform end‑user support related security and controls and compliance related tasks such as access reviews, risk assessments, controls verifications, facility inspections, maintenance of verification logs.
• Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance and upgrades.
• Provide IT support for on‑site or off‑site events and meetings including site setup, coordination with venue IT/AV contacts and standby support.
• Provide IT support for disaster recovery and immediate response in the event of an emergency situation at local sites.
• Provide on‑call support if required outside business hours on a rotational basis.
• Provide hand and feet support for network data and voice devices.
• Installation of IP, wireless, analog and digital phones (Avaya, Nortel, Cisco, Siemens, Mitel, etc.).
• Configuration of phones using SOP and phone movements.
• Update the inventory of phones, peripherals and system cards (like TDM, digital and CPU cards, etc.) to the network voice team.
• Test the cables using the tester for IP phone and TDM phones from patch panel to user’s desk.
• Punch the cable for different types of panel like patch panel or IDF or MDF for krone with krone tool and punching tool.
• Update the circuit inventory and vendor details for service provider to the network voice team.
• Coordinate with local vendors for ISP, OEM, channel partner and different teams.

• BS/BA in Computer Science, Information Systems, or an equivalent combination of education or experience.
• One to three years of experience in service delivery and end‑user hardware and software configuration troubleshooting.
• Experience with various desktop systems, operating systems, and diverse technical environments.
• Excellent customer service orientation and verbal communication skills.
• Experience supporting Windows operating systems, MS Office, VPN, local and network printing, notebooks and mobile devices.
• Ability to install software for and troubleshoot a wide range of applications.
• Analytical thinking and problem‑solving ability.
• CompTIA A+ certification or equivalent certification.
• Flexible for traveling to remote sites or clusters.
• Should be able to lift weight up to 30 lbs at waist level.