Information Technology Technician

2 weeks ago

Chicago, United States SmartSource Technical Solutions Full time

PLEASE READ BEFORE APPLYING- ONLY LOCAL CANDIDATES WILL BE CONSIDERED.


SmartSource is seeking a Level 1 Technician for a direct hire opportunity in Chicago IL


Rotation Requirement: Must be willing to rotate through all shifts throughout the year. (24/7 Onsite Support Services)




Background:

Provide Level 1 support services for an Airline at O'Hare International Terminal 5. The Hardware Technician role involves maintenance and support for the following:

  1. Airline Check-in Reservations LAN System and Hardware.
  2. Airline Kiosks and Departure Control Gate Equipment.
  3. Gate Tower Hardware and Software Systems.

General Level 1 Scope:

The Technician will perform the following actions:

  • Log and categorize reported Fault Calls.
  • Track Fault Calls through to resolution.
  • Engage appropriate resources for Fault Call resolution.
  • Escalate to relevant Support Groups and support levels if required.
  • Provide status updates to end users.
  • Identify known errors and repetitive Fault Calls, offering workarounds where applicable.
  • Follow up for status on actions taken by support groups from L3.
  • Verify closure with users and, where applicable, obtain Customer concurrence for Fault Call closure.
  • Initiate escalation procedures to the onsite Site Manager/Administrator for critical situations.
  • Respond to user queries regarding Fault Calls.
  • Close the Fault Call Request record and document the Fault Call resolution.
  • Perform daily inspections of all Core equipment.
  • Carry out routine preventive maintenance.
  • Troubleshoot Airline-related issues with wireless handheld services and printers.
  • Diagnose problems.
  • Perform Break/Fix repairs that do not require purchasing replacement parts.
  • Apply software patches/updates.
  • Swap defective equipment with operational units.
  • Manage the workshop repair center.
  • Handle warranty management.
  • Package units that cannot be repaired for factory repair (in and out of warranty).
  • Manage assets.
  • Manage Printer Firmware.
  • Handle shipping and receiving of all warranty repairs.
  • Organize consumable items.
  • Organize all equipment spares.
  • Utilize necessary tools for the above functions.
  • Provide onsite labor to package units under warranty back to the manufacturer for repair.
  • Adhere to business casual attire requirements.
  • Perform routine repairs and maintenance in connection with the kiosks.
  • Tasks include clearing paper jams, restocking receipt paper, cleaning the exterior of kiosks, fixing problems caused by loose or disconnected cables, rebooting kiosks, replacing failed hardware, and performing low-level problem management.
  • Monitor and maintain kiosks, addressing connectivity issues, VPN connectivity issues, performing calibration of devices such as the touch screen, and troubleshooting kiosk peripheral devices, which includes cleaning and replacement.
  • Coordinate activities with L3 and L4 groups.
  • Record incident/service request details, including Workstation ID, problem description, and contact phone number.
  • Escalate to application/network teams and/or local Site Lead/Administrator.
  • Complete trouble tickets when confirmation is received from the support team.
  • Organize consumable items pertaining to kiosks.
  • Perform daily data backup.
  • Conduct periodic maintenance on three workstations, printer, and server.
  • Implement periodic parameter changes.
  • Apply software patches/updates.
  • Repair defective equipment.
  • Replace defective equipment using spare units if necessary.
  • Monitor spare movements and manage spare inventory, ordering and replenishing spares stock as required to maintain an adequate level of spares in a secure location.
  • Ship defective items of equipment that cannot reasonably be repaired locally to an appropriate hardware depot Resolver Group and receive repaired devices from the hardware depot Resolver Group, returning them to stock.
  • Record and update the details and status of the maintenance and support provided in the resolutions of incidents through to resolution.
  • Perform preventive hardware maintenance as described below.
  • Facilitate and track all warranty repairs that need to be shipped back to hardware vendors.
  • Open preventative maintenance in accordance with the manufacturer’s instructions.
  • Replace worn-out technical consumables, such as printer heads.
  • Periodically clean the equipment.
  • Escalate and communicate to 2nd level Support teams.

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