IT Field Support Technician

23230-2219mid

Customer SupportField Support Technician

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Overview

Cellular Sales IT Field Support Technician ClassificationNon-Exempt Reports toIT Field Support Manager JOB DESCRIPTION Summary/ObjectiveWorks under general supervision of the IT Field Support Manager.

Technical Tools

Customer SupportField Support Technician

Answers, evaluates, and prioritizes service requests received (but not limited to) companies ticketing system, telephone, email, and in-person.

Assist with identifying problems and providing potential resolutions.

Coordinates with end user on behalf of other departments. Analyze the customers needs and follow approved processes and documentation to meet expected service levels.

Tracks issues using company approved ticketing system. Maintains historical records and related problem documentation.

Work alongside PMO, Asset Management or any other departments to update and maintain hardware and software standards.

Brainstorms with team members and SMEs to resolve more complex problems. Escalate issues to Staff Technician that require further technical assistance in resolution.

Regularly communicates with team and leadership of potential trends, significant problems and individual market requests.

Maintains up to date knowledge of company software, hardware and approved documented procedures.

Schedules preventative maintenance on company owned vehicle.

Escalate and schedules vendor services as necessary.

Installation and troubleshooting of WAN/LAN, Cat 6e cabling.

Manage and track inventory stockroom(s) for designated territory according to team standards.

Responsible for expense records and reports for company provided procurement card.

Initiative: Spotting opportunities within a circle of influence; anticipating threats and acting on them; self-starting rather than waiting passively until the situation demands action.

Oral Communication: Shaping and expressing ideas and information in an effective manner.

Planning and Organizing: Setting priorities and defining actions, time, and resources needed to achieve predefined goals.

Problem Solving: Having the ability to identify problems and issues of varying complexities and to find effective solutions with few guidelines.

Teamwork: Working as a productive member of a cohesive group toward a common goal and contributing to team development and effective team dynamics.

Usage of Technical Expertise: Acquiring and applying technical and functional knowledge in one's own technological area of specialty.