Field Support Technician

4 days ago Be among the first 25 applicants

This range is provided by eTeam. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

$21.00/hr - $25.00/hr

Duration: 24 Months (Possibility of Extension)

Job Title:

Field Technical Support/ Part-time

Pay Rate: $21 - 25/hr on W2

Description:

This role is responsible for monitoring systems, detecting performance issues, and resolving technical problems using established protocols. The role engages in addressing customer issues and inquiries to ensure utmost customer satisfaction. It involves conducting routine installations and configurations, executing scripted change management activities, and adhering to incident, change, and problem management processes. The role consistently meets production goals, aligns work with strategy, maintains data confidentiality, and supports department-level operational plans with minimal supervision.

Key Responsibilities

• Monitors systems to detect performance issues and resolves technical problems on assigned hardware and software platforms/applications using established protocols.
• Identifies incident trends for escalation, adhering to strict time frames and following established protocols.
• Executes approved and documented scripted change management activities, adhering to incident, change, and problem management processes.
• Conducts routine installations and configurations, assembling and integrating systems/products in line with standard protocols.
• Performs initial troubleshooting and resolves issues promptly.
• Swaps out devices with spares as needed.
• Clears paper jams and assists end users with device functionality.

• Responds to common service, product, technical, and customer-relations inquiries to ensure high levels of customer satisfaction.
• Reports customer dissatisfaction to CSM/SDM for corrective action.
• Assists with collection of usage pages per devices as needed.
• Coordinates with SW branded support to ensure smooth issue resolution.

• Manages consumable inventory, including toner, consumables, and paper.
• Ensures adequate consumables are available at customer sites.

• Maintains daily production goals and consistently meets or exceeds contract-required response times.
• Aligns work with organizational strategy, collaborates with teams to enhance operations, and implements process improvements for global standardization.
• Adheres to data confidentiality standards and supports execution of business processes with independent judgment.
• Completes process-oriented assignments, shares technical knowledge, and supports department-level operational plans.
• Tracks usage/activities at customer sites with proper documentation.

• High School Diploma/General Education Diploma (GED)/Higher Secondary education OR commensurate work experience/demonstrated competence.
• Typically 2–5 years of related work experience, preferably in maintenance, quality, or a related field.

Technical Skills

• Amazon Web Services
• Auditing
• Business Process
• Business Requirements
• Change Management
• Computer Science
• Data Analysis
• Information Systems
• Information Technology Infrastructure Library (ITIL)
• IT Service Management
• Project Management
• SAP Applications
• Technical Support

Cross-Organizational Skills

• Effective Communication
• Results Orientation
• Learning Agility
• Digital Fluency
• Customer Centricity

• Associate

• Contract

• Information Technology

• Staffing and Recruiting