Field Service Technician Senior - IM Regional Operations

Summary:

Under general direction, performs advanced customer support activities for equipment and systems products such as wiring, cabling, and complex equipment. Using established company guidelines, performs on-site installation, preventative maintenance, routine repair, and calibration of company's product and equipment such as wiring and cabling. Serves as customer contact on technical and service related problems. May instruct customers in proper use and operation of equipment. May assist lower level technicians. May refer the most complex problems to higher level personnel such as supervisor or field engineers. Knowledge of operational systems may be broad, but not as in-depth as field engineer. Typically requires formal technical training beyond high school and at least four years related experience.

Responsibilities:

• Effectively assess, diagnose moderately complex configuration and hardware problems
• Quickly and efficiently resolve problems assigned by the Customer Support Center
• Assess overall performance of workstations and implement standard maintenance procedures to maximize performance
• Workstation Software - With minimal supervision, install, configure and maintain operating system software on client workstations
• Provide support of application software such as initiation of software, logging on, navigation and termination
• Understand most of the total configurations in the organization
• Install, configure and maintain multiple workstation operating systems that include DOS, Windows v3.11, Windows 95, Windows 98, NetWare, Windows NT and Windows 2000
• Install and maintain software images that assists in managing client workstations
• Workstation Hardware - With minimal direction install, configure and maintain hardware for client workstations
• Client hardware includes workstation hardware such as processors, memory, hard drives, modems, video cards, monitors, peripherals, and CD-ROM drives
• Possess the skills and knowledge in client workstation technology to support configurations in the organization
• Desktop Hardware and Software - With minimal direction, install, configure and maintain hardware and software
• LAN Administration - With minimal direction, stop and restart services, shutdown and restart operating system software on Windows NT, 2000 and Novell servers
• Network Administration - With minimal direction Telnets to local LAN switches and Hubs, activates ports for workstations and printers
• Telecom - With minimal direction assists in the support and maintenance of the telecommunication systems - capable of providing dial-tone to the desktop
• Communications - Demonstrate strong communication and human relationship skills
• Inventory Management - Track and document the hardware and software inventory
• Standards - Install, configure and maintain standards associated with workstation and peripheral procedures and documentation
• Policies and Procedures - Follow established policies, procedures and standards defined by the department
• Vendor Management - Contact vendors regarding service issues to receive support information or assistance as instructed by the supervisor
• Documentation - Produce and maintain technical documentation on the assigned systems
• Reporting - Produce required department reporting associated with projects assigned by manager and problems assigned through help desk queues
• Documentation includes current status and problem documentation summary within the problem management system
• Project Management - Execute project tasks assigned
• Serves as a resource to the project team as required
• Teamwork - Maintain and demonstrate good teamwork on assigned projects through actions and job performance
• Customer Service - Provide effective Customer Service by being courteous, polite and friendly toward others at all times
• Acknowledge customers immediately in order to determine need and help the customer resolve issue or request
• Participate in departmental programs that promote and deliver exceptional customer service
• Perform other duties and special projects as assigned by the Regional Operations Manager

Requirements:

• High School Diploma
• 3 - 5 years of experience

Work Type:

Full Time