Field Support Technician

Company: DISYS
Location: Crystal Lake
Posted on: February 19, 2021

Job Description:

Position: Field Support TechnicianDuration: 6 MonthsLocation: Crystal Lake, Illinois

The Field Support Technician is responsible for total support and troubleshooting of the Clients end-user environment and executing device lifecycle management activities including fulfillment, provisioning, deployment, support, and asset disposition. Primary job responsibilities will be Tier 2 issue resolution and support of all desktops, laptops, mobile devices, and rugged devices. This position interfaces directly with our co-worker, customers and requires excellent customer service skills as well as technical knowledge.
Essential Functions:
Execute Field support services at the request of clients.Collaborate with selected strategic team members to provide expertise and work direction.Receive dispatch tickets and manage SLA attainment.Support and maintain all equipment related to End User Computing during Break/Fix, IMAC (Install, Move, Add and Changes) and Desk Side Service type events.Conduct technical support in accordance with documented standard procedures.Provides resolution for escalated service tickets and properly track all activity via the applicable ITSM tool.Maintain close contact and open communication with clients and management until an issue has been resolved.Provide manager with regular updates on problems encountered and identify possible longer-term solutions or improvements to reduce future problems.Works with Field Managers and Lead Technicians in the event of needed escalation to troubleshoot and solve technical problems.Evaluates existing systems and/or user needs to analyze, design, recommend, and implement system changes.Ability to provide support outside of core business hours when there is an outage or scheduled upgrade to take place at the assigned site.

Keywords: DISYS, Crystal Lake , Field Support Technician, Professions , Crystal Lake, Illinois