Field Engineer | Field Service Technician - IT Infrastructure Support (Contract)
About the Opportunity:
Our client is seeking a skilled and motivated Field Service Technician to join their team on a long-term contract basis. In this role, you will be responsible for providing comprehensive operational support and managing installation, move, add, and change (IMAC) requests for their IT infrastructure across various environments, including office spaces, reservation centers, and airport locations. This is an excellent opportunity to leverage your technical expertise and customer service skills in a dynamic and fast-paced setting.
Responsibilities:
* Provide on-site service and customer support during field visits and dispatches.
* Diagnose and resolve hardware, software, and network errors and technical problems, determining the most effective solutions.
* Generate timely and detailed service reports documenting all work performed and resolutions.
* Create and maintain clear and concise documentation of processes and procedures.
* Collect and analyze performance data to provide valuable technical assistance and insights.
* Effectively manage workflow in alignment with the daily schedule.
* Accurately document solutions for complex technical issues.
* Develop and implement workaround procedures when standard procedures are insufficient, ensuring timely issue resolution.
* Troubleshoot and develop technical solutions for software and setup errors encountered by field engineers, technicians, and customers.
* Cultivate and maintain positive and professional relationships with customers.
* Monitor radio communications for and respond to ticket counter IT-related issues.
* Conduct regular rounds to inspect and ensure the functionality of customer-facing equipment.
* Create and manage incidents within the ServiceNow platform.
* Provide secondary support for day-to-day break/fix issues both locally and remotely.
* Assist with IT-related moves, additions, and changes as needed."
Qualifications:
* Proven experience in IT infrastructure support, preferably in the field of service role.
* Strong troubleshooting and problem-solving skills with the ability to diagnose and resolve technical issues efficiently.
* Excellent understanding of hardware, software, and networking concepts.
* Experience with ticketing systems, preferably ServiceNow, for incident creation and management.
* Ability to document technical procedures and solutions clearly and accurately.
* Strong customer service and communication skills with the ability to build rapport with clients.
* Ability to work independently and manage time effectively.
* Flexibility to travel up to 20% of the time. The Company is proud to be an Equal Opportunity Employer. We believe in people, and we are committed to working with people of all backgrounds and connecting them with clients and companies who share our goals of diversity and inclusiveness. All qualified applicants will receive consideration for employment without regard to race, religion, ancestry, color, national origin, age, gender identity or expression, genetic information, marital status, medical condition, disability, protected veteran status, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable federal, state, or local laws. If you believe, you need a reasonable accommodation in order to search for a job opening or to apply for a position, please contact us by sending an email to [email protected] for assistance, or call our Human Resources at (800) 270-9120.
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