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Field Support Specialist

3 months ago

Bedford, Massachusetts, United States Continental Resources Full time
For over 60 years, we have evolved with technology, customers, vendors and the communities in which we serve.

Very little is the same as it was when we began, but the three core values we've carried throughout our legacy - Trust, Flexibility and Focus on the Customer - remain constant.

We feel that maintaining our corporate values that promote a sense of inclusion and diversity are part of offering a great quality of service.

Our goal is to operate in a state of continuous improvement – always learning, adjusting and striving to advance the ways in which we work and serve our client base.


Are you ready to apply Make sure you understand all the responsibilities and tasks associated with this role before proceeding.

Our IT experts offer Enterprise-class solutions for Cloud, Collaboration, Cybersecurity, Data Center, Networking and DevOps.


As a family owned and run organization, we treat our employees as family and are committed to fair hiring practices.

We know that managing your work and personal life can be a balancing act. From medical, dental and vision and tuition reimbursements, our perks are designed to create happy, healthy employees.

401K Profit Sharing
Competitive Health and Dental
Flexible Spending Accounts
Connected Women's Group
Hybrid Work Schedule
Paid Parental Leave
Flexible/Personal Time Off
Tuition Reimbursement
Employee Referral Bonuses
Employee Wellness Events
Professional Development & Technical Training

ConRes is consistently recognized as a Top Workplace and Solution Provider from CRN & Boston Business Journal.

Top Workplaces
CRN MSP 500
CRN Solution Provider 500
Boston Business Journal's List of Area's Largest Private Owned, Women Owned and Family-Owned Companies


Responsibilities:
Provide Technical Assistance for all assigned technologies as required.
Take direction from designated Project Manager as required and assist as required in Field Support activities.
Work Daily with all required technical resources.
Assist in the coordination of onsite resources and function as onsite Team Leader.
Interact with client as required.

Physical Installations of IT equipment at customer facilities to include but not be limited to:Coordinate problem resolution within Field Support Group & other personnel to expedite repairs, including timely escalation.

Supervise and oversee a team of other support specialists, integrated project team leads, solution engineers, and solution architects.
Develop plans, procedures, drawings, and other technical documentation used to install the data center systems.
Deploying assigned technologies into customer data centers.
Respond as required to all hardware technical support needs from the assigned account(s).
Perform data center equipment upgrade work at customer site.
Un-pack and Rack servers, storage, networking equipment, per a customer's requirements.
Ability to audit and inventory data center equipment, and create an inventory list.
Ability to effectively trace cabling, and create labels for each cable.
Ability to power equipment on, and check for D.O.A. components.
Should D.O.A. components be found, be able to troubleshoot.

If hardware failure continues, notify customer and/or open a support ticket on the customer's behalf.

Ability to review the existing physical configuration of a customer's data center environment.
Ability to review the existing Physical Storage configuration (Disk Shelves, Controllers, Cabling), if applicable.
Ability to inventory equipment shipped to a customer location, against the packing records.
Ability to update firmware on data center equipment.
Ability to enter/apply customer supplied IP information to Lights out Management ports.
Verify IP/Networking connectivity to the management ports.

Attach power, SAN, and network cables to on premise equipment, per a customer's requirements.
Desktop Support & Desktop Deployment.

General:
Provide field support for entire sales organization.
Ability to 'work-to-completion' upon short notice which may require working overtime.
Ability to troubleshoot technology issues.

Communication:
Daily, Weekly, or Monthly communication as required with appropriate resources within Professional Services.
Daily, Weekly, or Monthly Briefing as required with you direct manager.

This is to include but not be limited to:
Activity Review / Project Issues / General Issues.
Professional Services Engagement Lessons Learned.
Suggested Improvements.
Product Updates.
Hardware Success Stories.
Professional Services Success Stories.

Additional

Responsibilities:
Develop a positive and productive work atmosphere.
Must serve as Mentor and Guide to all other employees within ConRes Professional Services.
Must attain / maintain all relevant certifications as assigned by the Director or your manager.
Must attain / maintain all relevant vendor/partner requirements as assigned by the Director or your manager.
Work closely with PS resources on a daily basis.
Support of the National ConRes sales force.
This encompasses all Branches.
Assist in the physical installation, de-installation, or movement of any customer equipment.

Assure proper documentation of technical data generated for the assigned projects and/or tasks are consistent with policies and procedures.

Assist in SOW creation.
Work to establish a unified Sales/PS effort and maintain consistency within that effort moving forward.
Work on multiple projects concurrently and respond positively to sudden changes in priorities.
Walk customers through problem-solving process in a non-technical manner

Education:
High school diploma or equivalent.

Technical Requirements / Training:
Industry recognizable certifications desired.

Certification from the following companies for example:
Cisco, Microsoft, Hitachi, IBM, F5, etc.

Demonstrable skills in areas of focus.

Provide examples and present projects that you have participated in to include but not be limited to the following:Cabling.

Data Center Moves.
Rack & Stack Installations.
Physical Server & Networking Equipment Deployments.
Desktop Support & Deployments.
Onsite Support Services.

Must have completed extensive training in areas of focus.
Complete ongoing technical training.

General Skills:
Managing simple and complex projects and processes.
Ability to resolve hostile and complex problems / situations.
Ability to make difficult or unpopular decisions under pressure.
Ability to foresee impact and consequences of decisions.
Ability to Assess Company and customer needs and priorities.

Ability to provide an objective technical business analysis of customer environment, current state, future state, analyzing policies / processes, etc.

Must be able to work efficiently, whether it be part of a team, or independently.
Organized, detail oriented and self-motivated.
Ability to effectively communicate with team members, customers, and Project managers.
Ability to successfully prioritize service issues based on multiple competing objectives.
Should the need arise for a reassignment of priorities, ability to routinely multitask.
Ability to follow standard engineering principles and practices.
Maintain high level of professionalism at all times.
Strong computer skills and the ability to effectively communicate through e-mail.

Specific Writing Skills Required:
Technical Documentation.
Summary documentation.

Clear Verbal Skills Required.
Ability to discuss physical implementation requirements with customers and PS resources.

PC SkillsProficiency with Microsoft Word, Excel, PowerPoint, and Excel Required.

Qualifications:

15+ Years' Experience in the IT Industry related to your areas of expertise desired.
Extensive experience working in Enterprise Data Centers.
Ability to perform physical equipment moves, installs, and deployments.