Field/Project Support Technician

Job Description

Job Description

The Field Support Technician (FST) is a dispatched onsite support

representative and critical piece of the technical services team. The

FST provides holistic support to clients and may provide service onsite

or remotely depending on needs. The FST will engage clients in

evaluating support requests, provide action plans to clients for

resolution, and communicate with multiple team members and at client

organizations throughout the support process. Time management,

interpersonal skills, and written/oral communications are all highly

developed skills of the FST. Broad technical skills and logical

technical troubleshooting abilities are required for this position in

order to provide the best solutions for client support requests. The FST

must be able to understand a problem, evaluate it from a complete

systems point of view, research appropriate information, develop an

action plan for resolution, and execute the action plan to reach final

resolution.

Requirements

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following.

Monitor

PSA scheduling tool to see what tickets have been assigned, the

scheduled activities, and their budgeted time windows. Communicate with

Operations/Dispatch to ensure that time estimations and scheduled events

are feasible and will meet client expectations.

Communicate

with clients and Operations/Dispatch while in the field when completing

tasks and/or when scheduling changes are needed. This includes service

tickets completed ahead of schedule, or prior to a budgeted time

estimation being exceeded. It is critical that time appointments are

met, and if conflicts should arise, the FST will communicate with

Operations/Dispatch prior to missing an upcoming appointment to ensure

that adjustments can be made, and involved parties (clients, additional

resources) can be notified prior.

Communicate with Technical

Account Managers (TAM) to better understand technical vision for managed

clients. The FST is not responsible and should not try to alter the

technical systems design for managed clients, but rather implement the

direction/vision of the Technical Account Manager according to best

practices established.

The FST will likely be placed into the

After Hours On-Call rotation for support. This rotation involves the FST

providing after hours support response for one-week on a regular

rotation. Responsibilities during this on-call rotation week include

responding to after-hours alerts which will come in via phone call and

email. Send summary response to team immediately after receiving alert

describing the issue and the action plan for resolution, and completing

appropriate entries in the PSA/documentation system.

Document

appropriate information in the PSA/RMM tools and documentation systems

utilized. Also provide oversight for existing information that is

documented for clients. If documentation is lacking for specific areas,

the FST will email the technical services group email account requesting

missing information and update the information as available.

Review

PSA entries for documentation and assist with standardizing information

for each client, and standardization among all clients including but

not limited to implementing consistent formats across all clients, and

reorganizing existing information into standards. Also, documenting

standards in a format or template that can be shared by all technical

service team members.

Provide feedback to TAMs regarding client

engagements that could result in new opportunities for client including

but not limited to hardware sales, training needs, or other reasonable

technology implementations. TAMs can review this information and decide

if action is required.

Review and document procedural items for

clients related to end user workflows and functions as available for

quicker responsiveness and support for line of business applications

utilized by clients.

Continuous education regarding PSA tool, RMM tools, and technical solutions offered.

Adhere to all standards and guidelines developed by the management team as well as the employee handbook.

SUPERVISORY RESPONSIBILITIES

The Field Support Technician position does not have any supervisory rules.

QUALIFICATIONS

To

perform this job successfully, an individual must be able to perform

each essential duty satisfactorily. The requirements listed below are

representative of the knowledge, skill, and/or ability required.

Reasonable accommodations may be made to enable individuals with

disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

Associates's

degree (A. A.) from two-year college or trade school; or one to two

years related experience and/or training; or equivalent combination of

education and experience.

LANGUAGE SKILLS

Ability to read,

analyze, and interpret common scientific and technical journals,

financial reports, and legal documents. Ability to respond to common

inquiries or complaints from customers, regulatory agencies, or members

of the business community. Ability to write speeches and articles for

publication that conform to prescribed style and format. Ability to

effectively present information to top management, public groups, and/or

boards of directors.

MATHEMATICAL SKILLS

Ability to apply

advanced mathematical concepts such as exponents, logarithms, quadratic

equations, and permutations. Ability to apply mathematical operations

to such tasks as frequency distribution, determination of test

reliability and validity, analysis of variance, correlation techniques,

sampling theory, and factor analysis.

REASONING ABILITY

Ability

to define problems, collect data, establish facts, and draw valid

conclusions. Ability to interpret an extensive variety of technical

instructions in mathematical or diagram form and deal with several

abstract and concrete variables.

CERTIFICATES, LICENSES, REGISTRATIONS

Must

hold at least on high-level vendor certification. Examples would

include but are not limited to, Cisco CCNA, Microsoft MCITP, VMWare VCP,

or similar certification. Ongoing education and certification is

expected as a part of normal job performance.

Benefits

Medical, Dental, 401K, PTO