Field Support Technician

As part of a leading IT managed services specialist with more than 12,000 associates worldwide, we rely on the personal relationships we build with our consultants and the clients who depend on them. Join the eXcell team.

Our client is currently seeking a talented Field Support Technician to join their team onsite in Las Vegas, NV. This position requires local travel.

The IT Field Support Technician is primarily responsible providing end user support for all technologies in client locations. Technologies include, but are not limited to, Point of Sale, computers, tablets, mobile devices, thermal and laser printers, wireless devices, digital signage, A/V, telephony, low-voltage cabling, as well as wireless, cellular, and local area networking. The role will frequently interact with outsourced partners who provide support on specialized technologies. Tasks include tracking, troubleshooting, and resolving end-user computer issues, as well as proactive monitoring and support. Additionally, this role will support and assist other IT End User support functions, as needed. The successful candidate will possess deep technical knowledge, exceptional interpersonal skills. This role is the focal point for customers in the geographic area that they support.

Accountable for:

• Responsible for managing and overseeing, planning, scheduling special projects and deliverables ensuring all project activities are executed efficiently and on time

• Provide support and mentor other IT Sr Field Techs and Field Tech Analyst to define goals that will develop the skills, abilities, and knowledge to help them progress

• Awareness and Maintenance of all IT hardware software in and around assigned region / location

• Overall IT related satisfaction of users

• Stability of IT systems and services used by company Executives and Executive Admins

• Ensuring that company Executives and Executive Admins understand how to best use the technology provided to them

• Ensuring that other IT colleagues, teams, and 3rd party vendors deliver on commitments to company Executives and Executive Admins

• Helping the overall IT and End User Support team achieves assigned goals

• Manage and work an assigned ticket queue providing expert level service

• Provide timely updates on projects and helpdesk tickets

• Work on special projects and deployments as directed by management

• Participate in and initiate process improvement actions and recommendations, including technical documentation

• Collaboration with Facilities, Operations, and other IT Colleagues to address underlying issues that cause service disruptions or general user satisfaction

• After hours / weekend tasks will be expected when necessary

• Flexibility and strength to lift 60lbs and install cabling in less than adequate conditions. Bending, twisting, squatting, pushing, carrying and overhead reaching are essential in performing necessary functions

 
Daily Tasks Include:

• Manage, plan, and oversee special projects from beginning to completion

• Identify and resolve issues and risks that may impact project goals

• Track project progress, maintain project documentation, and report to management

• Assign tasks and responsibilities to IT field tech members as assigned by managers

• Ensure ticket escalations are resolved with urgency and / or routed to the correct resolver group for quick resolution

• Deliver world-class IT support to onsite and remote users

• Quickly resolve complex, break / fix issues in person or via telephone

• Perform installations, replacements, upgrades, and other hardware / software related tasks as needed

• Setup and monitor high-priority executive meetings utilizing collaboration and AV services

• Perform regular walkthroughs to provide proactive support to high visible individuals

• Acts as a resource for IT support, projects, and other initiatives as needed

• Receive and respond to incoming support requests in a timely manner including off hours

• Follow set procedures for logging, reporting, and statistically monitoring desktop operations

• Set reasonable expectations that can be delivered on

• Provide IT system and software training

Technician Designation:
The Field Technician specializes in specific Field Technology domains. Additional responsibilities include:

• Provide recommendations regarding new standards to better support users.

• Work on special projects and deployments as directed by management

• Support and direct the work of others in support of Field Technology they specialize in

• Lead upgrades and / or replacement of Field Technology standards they specialize in

• Research improvements to Field Technology standards

• Provide leadership for questions, concerns, or issues related to Field Technology standards that they specialize in

• Travel to support, deploy, and collaborate on Field Technology they specialize in

• Assist other Field Technicians with technology, support processes, and services

• Participate in Vendor Governance processes for technologies they specialize in

• Optimizing hardware / software / networking products and configurations as scripted ensuring client satisfaction

 
Skills and Qualifications:

• Bachelor's degree or equivalent experience

• Minimum 3+ years of direct experience supporting Point of Sale systems

• Minimum 5+ years of experience in desktop hardware, operating systems, smartphones, and printers

• Proficient with computer hardware repair and can troubleshoot / resolve software and operating system issues

• Working knowledge of:

  • Microsoft Windows 10 and 11

  • Mac OSx

  • Apple iOS

  • Android OS

  • Microsoft Office 365

  • PCs, tablets, laptops, printers, MFDs, POS, and various user devices

• A+, Dell, and Microsoft certifications a plus

• Familiarity with networking / layer 1

• Hands-on troubleshooting experience with the ability to perform under pressure

• Strong written and oral communication skills

• Strong analytical and problem-solving skills, with keen attention to detail

• Must be organized, detail-oriented, deadline-driven, and able to handle multiple responsibilities in a fast-paced environment

• Must possess strong service orientation with a focus on client satisfaction

• Highest degree of professionalism and integrity

• Must have good time management and organizational skills

• Must possess a wide degree of creativity and latitude

• Must be passionate about continuous improvement

 
 
 
Full COVID-19 vaccination may be required.
 
We offer a comprehensive benefit package that you can elect into including but not limited to: Health Insurance (Medical, Vision, Dental), 401k, Basic Life / AD&D, Supplemental Insurances Plans, Paid Time Off Plan, Paid Holiday, Paid Sick Leave plan, FSA / HSA Pre-Tax Benefits, Employee Discounts.
 
W2 only, no Corp to Corp. We are unable to sponsor H1B visas at this time. **eXcell™ Supports Equal Employment Opportunity** eXcell™, a division of CompuCom® Systems, Inc., a global company headquartered in Bellevue, Washington, provides IT staffing services and solutions to Fortune 1000 companies as well as small and medium business. For more information, visit www.excell.com.
 
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