Job Description
Our client has an immediate requirement for a Field Service Tech supporting Fleet vehicles with all IT and E/M systems. This position will report to both the Worcester and Northborough Depot locations. They will work with onsite workers with any issues with Desktops, laptops, iPads and related equipment. They will also be trained on the equipment installed in the fleet vehicles.
SITE TRAVEL IS REQUIRED FOR THIS ROLE
Tasks
1. Maintain current instruction manuals for vehicle up-fitters to properly install complimentary components.
2. Attend field worker training on new Devices and project rollouts.
3. Provide lifecycle management of services pertaining to the mounting requirements for field support installations.
4. Consult with the third-party supplier and the Customer to specify and update the vehicle dock kit specifications to reflect changes and updates to the vehicle mounts kits.
5. Obtain written ergonomic and safety approval from the Customer's Fleet Services department prior to introducing changes to vehicle kit mount components.
6. Manage builds tailored to the field-based laptop business function.
7. Provide the repair and reimage of field Devices.
8. Manage Service delivery with the logistic provider to move Devices throughout the service territory.
9. Stock a working inventory for break/fix swap outs.
10. Provide vehicle mounting services, including installation work and incremental expansions of vehicles with respect to field-based equipment.
11. Consult with applicable third-party suppliers to specify and update the vehicle dock kit specifications to reflect changes and updates to the vehicle mounts kits, including modems, antennas, and peripheral Devices.
12. Review and make accommodations for any changes in wiring or cabling that could result from any of the above kit component changes.
13. Provide Lifecycle management of services pertaining to the video capturing requirements for field support installations.
14. Consult with the applicable third-party supplier and determine a lifecycle replacement schedule for video camera models.
15. Provide lifecycle management of services pertaining to the code blue Devices field support installations.
16. Provide lifecycle management of services pertaining to the AVLS (Modem) Devices, configurations, and testing for field support installations.
17. Investigate as needed and provide findings confidentially as related to AVLS (GPS Locations) and DriveCam videos and photos.
18. Provide the necessary testing process to ensure the new model operates with the field application.
19. Provide on-site services at multiple locations throughout the Customer's service territory on items specific to the field-based Service Recipients.
20. Communicate, in person, the latest status and/or resolution to the end user.
21. Update the ticket with the asset management data, as appropriate.
22. Update and close the ticket.
Skill/Ability Knowledge:
* Able to work at a high level independently, utilizing other resources with good judgment.
* Able to demonstrate high initiative and ownership of issues.
* Able to make customers feel great about their support experience regardless of the outcome via high-level customer and relationship management skills.
* Must have strong leadership skills and a willingness and ability to work through tough situations and solve challenging problems.
* Extraordinary written, verbal, and interpersonal skills are also a must.
* Must be ready and willing to commit to continuous education, certification, and self-improvement.
* Must be able to act as a leader and set the example both technically as well as with all other employee responsibilities within his/her team.
* Install, upgrade, support and troubleshoot XP, Windows 10 and Microsoft Office, Apple, Mac, iPad, iPhone, and any other authorized desktop applications.
* Customize desktop hardware to meet user specifications and site standards.
* Responsible for monitoring, operating, managing, troubleshooting and restoring to service any terminal service client, personal computers (PC) or notebooks that have authorized access to the network.
* Develop trends by monitoring and analyzing incoming calls, problems, and support requests.
* Provide user data and application recovery.
* Use diagnostic tools to troubleshoot problems associated with network connectivity and workstation hardware/software.
* Responsible for tracking hardware and software inventory.
* Familiarize end users on basic software, hardware, and peripheral device operation.
* Take ownership and responsibility of queries, issues, and problems assigned to the Desktop Support Engineers.
* Works with vendor support contacts to resolve technical issues within the desktop environment.
* Works with other IT team members regarding new branch builds and upgrades.
* Dealing with queries by following departmental procedures for fault resolution.
* Operates within, enforces, and suggests modifications and additions to desktop standards and guidelines.
* Maintains IT records and tracking for area of responsibility.
* Ensures that supported customer accurately completes the approved work request with the date and time of submission.
Soft Skills:
* Thought Process: Able to understand technical concepts and can develop ways to help others learn. Ability to solve complex problems with innovative solutions. Ability to manage multiple priorities.
* Interpersonal: Excellent customer service, technical, organizational, and communication skills -- in person and on the phone; effective listening and teamwork skills.
* Physical: Able to sit at a desk and grasp writing instruments. Able to manipulate fingers to perform keyboard strokes on a computer. Mobile between buildings. Must also be able to lift 40lbs without issue and move it from under a desk to a cart and vice versa.
Company Description: F2OnSite is the fastest growing IT field services company in the United States, with hundreds of employee technicians in over 40 states. F2 OnSite performs service on computers, printers, point of sale systems, servers and other hardware technologies - including installations, migrations, deployments, and break/fix. Learn more at F2onsite.com.
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