Field Support Technician
2 months ago
his is a field support position. Team travels to different sites and provides hands-on service.
Looking for a candidate with:
great personality
willing to ask questions
good customer service/white glove
at least 4 years of experience preferred
Duties and Responsibilities
• Participate in on call rotation
• Provide accurate and timely updates to work tickets, incidents, and outages
• Develop a command of ITIL service management practices and customization made to Client standards
• Learn and develop expertise in in-scope applications and platforms for areas supported (e.g., functionality,
data, reporting, administration, etc.)
• Receive, ticket, and route end user support issues
• Complete issue resolution
• Document all support outcomes, including resolution and notes
• Participate in updating service policies and procedures (where needed)
• Assist with commercial and custom system testing and debugging (new releases, features, etc.)
• Communicate status of issues to users (verbally or digitally)
• Learn and develop expertise in in-scope applications
• Provide the support to resolve incidents
• Maintain awareness of Client system environment to ensure the highest level of service and support to the
organization
• Support and maintain knowledgebase with current standards and resolution procedures
Minimum Qualifications
• Bachelor’s or Technical Degree (computer science, information systems, software engineering or other industry related curriculum).
• Strong communications skills (written and verbal)
• Demonstrated patience and empathy for user community
• Ability to follow instructions
• Strong networking skills, including an ability to leverage relationships to solve problems
• Strong problem-solving skills
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