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Onsite Technical Support Specialist

2 months ago

Carlisle, Iowa, United States Park Place Technologies Full time
Onsite Technical Support Specialist

The Onsite Technical Support Specialist is tasked with delivering expert system diagnostics and analytical assistance to clients within a designated region or assigned account, in accordance with the terms of the Service Level Agreement (SLA) with Park Place Technologies. This role involves responding to client system failures through comprehensive hardware service, testing, diagnostic evaluations, and systems analysis related to hardware, storage area networks, and system configurations. The Specialist must be prepared to address customer concerns around the clock and service all equipment irrespective of product training within the assigned service area. A profound understanding of system configurations and equipment compatibility across various OEM product lines is essential. The Specialist possesses the capability to review internal machine logs. Participation in the After Hours Support Team may be required, providing initial responses to incoming customer service requests outside of regular business hours, as dictated by customer contracts. The customer support center may manage and coordinate calls during both scheduled and unscheduled hours.

Key Responsibilities:
  • Deliver onsite technical support to customers.
  • Ensure prompt, professional, and effective responses to customer service requirements to uphold high customer satisfaction levels.
  • Be available for work on shifts at any time of day.
  • Conduct effective problem analysis and identification remotely prior to arriving at the customer site; ascertain necessary parts and documentation to minimize downtime and avoid multiple trips.
  • Perform services in a cost-efficient manner.
  • Exhibit a professional demeanor and courtesy while on site.
  • Maintain clear communication with customers and the customer support center throughout the repair process and any anticipated delays.
  • Analyze software and hardware error logs, employing diagnostic and troubleshooting techniques and operating system assessments to ensure timely and effective repairs.
  • Diagnose, troubleshoot, and repair hardware, storage area networks, and systems configuration and compatibility issues.
  • Utilize various tools for remote system connections to execute remote diagnostics, repairs, or configuration modifications.
  • Adhere to customer-specific repair protocols.
  • Evaluate current and future customer needs based on system usage.
  • Manage inventory and parts effectively:
  • Identify required parts and quantities based on service area contracts.
  • Return defective or surplus parts promptly.
  • Maintain accurate inventory counts daily and as necessary, conducting bi-annual physical inventory counts.
  • Handle administrative tasks:
  • Complete and return audit forms, email responses, timesheets, and expense reports accurately and promptly.
  • Participate in regularly scheduled team meetings.
  • Account for all activities accurately using the Field Point time reporting utility.
Qualifications:
  • A minimum of seven (7) years of specific experience with OEM data center hardware.
  • Proven field experience.
  • Strong technical aptitude.
  • Comprehension of various OEM equipment with the ability to learn new products and concepts quickly.
  • Capability to work extended or unusual hours while maintaining effectiveness (availability for on-call duties 24/7).
  • Demonstrated experience in providing customer service (may be internal) with a focus on customer needs.
  • Proven ability to work independently while showing leadership and collaboration when working with others.
  • CompTIA A+ and Server+ certifications required.
  • A valid driver's license and a suitable driving record based on travel requirements for the position.
  • Ability to assume an on-call status and respond according to service level agreements within the assigned territory.
  • Regular working hours must be maintained if assigned to a specific site.
  • Physical capability to lift 50 pounds, stand and walk for extended periods, and perform various physical tasks related to equipment, parts, and supplies. This role is highly active, requiring significant walking, standing, squatting, bending, and driving throughout the workday.
  • Must successfully pass customer background checks in addition to Park Place Technologies' pre-employment screenings.
Preferred Qualifications:
  • Certifications and other OEM computer hardware qualifications from major vendors such as Dell, IBM, HP, etc. are advantageous.
  • A Bachelor's degree in a related field (e.g., Computer Science, Engineering) or equivalent experience is preferred.
Education:
  • A High School diploma is required.
Travel Requirements:
  • Willingness to travel to client locations up to 75% of the time within a predetermined territory radius (up to 4+ hours/one way by car).
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR c)