Field Technical Support

1 week ago

Chicago, United States eTeam Full time

Overview:

Researches, designs, develops operates, and maintains support services for existing and new business applications and/or information systems solutions through the integration of technical and business requirements per standard company IT process methodology (such as ITIL and ITSM). Includes identification, development, and prioritization of support services according to business criticality. Applications and information systems solutions include both 3rd party software and internally developed applications and infrastructure. Responsibilities include but are not limited to, analysis of business requirements, configuration of 3rd party software implementation of infrastructure solutions, creation of documentation, testing and maintenance of applications, and support and maintenance of infrastructure and information systems. Works within the Information Technology function, obtaining resources and working in support of objectives and strategies. Participates in architecture reviews to ensure that solutions comply with standards and use approved technologies. Typical customers are company end users and various functional areas such as Supply Chain, Research and Development, Marketing, Finance, a business, or the company.

Responsibilities:

  • Participates as a member of an IT technical team. Performs basic analysis of functional or service requirements using a fundamental understanding of IT Business processes or problems. Implements end-user or enterprise infrastructure or application services prepared by more senior Engineers.
  • Applies technical knowledge to operate and administer infrastructure or software platforms and user groups of moderate complexity. Resolves technical issues of moderate complexity within a given technical area. Partners with members of a given team or other IT teams as appropriate. Identifies potential escalations and proactively alerts management.
  • Provides solutions to prevent problems from occurring in the area of responsibility including patch management. Reviews implement and verifies changes/solutions of medium complexity and risk. Ensures configuration management database entries are complete and accurate.
  • Provide on-site field support to customers and their suppliers including installation, servicing, and repairing systems, equipment and escorting any client/vendor suppliers.
  • Troubleshoot known and unknown hardware issues related to corporate-issued or provided desktops, laptops, mobile devices (phones & tablets), peripherals, and associated accessories.
  • Troubleshoot known and unknown software issues related to Windows 10/11, Microsoft Office 365, Outlook, Skype for Business, OneDrive, and other corporate deployed desktop applications.
  • Troubleshoot Microsoft patches, corporate software deployments, group policies,
  • Build and reimage a corporate-issued PC including performing any necessary upgrades required to solve the end-user productivity issue. Hardware replacement will occur after diagnostics are run to confirm HW repair, replacement, or upgrade.
  • Troubleshooting of LAN/WAN issues impacting employee productivity on their computers. This will involve a demonstrated understanding of networking basics, TCP/IP, VPN, secure access methodologies, and wireless technologies.
  • Perform IMACD activities within SLAs - PC and peripheral add move change
  • Provide excellent verbal and written communication to end-users regarding their productivity issues. This communication also needs to be provided to IT and in English (Mandatory). Local language verbal and written skills will be considered a secondary requirement if required due to corporate policy. Must demonstrate the ability to interact with end-users of all levels using a variety of active listening and empathetic listening skills. Proven ability to communicate highly technical information to both technical and non-technical end-users both verbally as well as written.
  • Documents solutions and incident resolution case notes in English in assigned reporting systems
  • Audit, maintain, and manage the devices asset management systems.
  • Strong understanding and support of shipping & receiving, inventory, and warehousing practices.
  • Assist in loading and unloading shipments.
  • Experience in procurement, inventory, and asset management of IT equipment as well as managing the IT life cycle.
  • Regularly lift and/or move up to 39 pounds independently and participate in group lifts for 40+ pounds and/or using pallet jacks.
  • Work with and/or around moving mechanical parts.
  • Regularly walk, use hands and fingers, handle or feel, reach with hands and arms, stoop, kneel, crouch or crawl, climb stairs, twist, bend, work above shoulders, grasp, carry, push and pull.

Education and Experience Required:

  • Bachelor's degree in Management Information Systems Computer Science or equivalent experience and a minimum of 3 years of related experience or a Master's degree and up to two years of experience.
  • Knowledge and Skills:
  • Good verbal and written communication skills. Experience with infrastructure environments (e.g. operating system, hardware, data center, security, network, voice, end user, and server web-related applications).
  • Experience with business IT applications (e.g. supply chain, customer relationship mgmt., HR, finance).
  • Basic skills in scripting and or programming language. Knowledge and experience with Information Technology Infrastructure Library (ITIL) reference model.
  • Strong initiative, problem-solving, priority-setting, and collaboration skills. Good organizational and analytical skills. Exhibits a high level of initiative and integrity. Possess creative ability, credibility, and self-confidence.
  • Network+, A+, Linux+ certifications.

Work Environment

  • Office environment
  • May require weekend work
  • May require shift work

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