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Program Coordinator
2 weeks ago
Thenumber one goal of everyone on our team is to make our Clientsexceptionally happy. The FieldEngineer plays a vital role in making sure thathappens.
TheField Engineerhandles escalated support requests for theService Delivery Team that need tobe handled on-site. They are assigned the support requests thatthe Junior Helpdesk Techniciancan t handle and any projects requiring on-siteimplementation.
When help is needed,the FieldEngineer can turn tothe Service DeliveryManager for guidance andsupport.
CUSTOMERSERVICE
- Work on andresolve escalated HelpdeskTickets
- Delight our Clients with aFriendly, Quick, and HelpfulExperience
- Provide the Client withadvanced on-sitetroubleshooting
- Provide the Clientwith on-site installation & removal ofequipment
- On-Site HardwareMaintenance and Support
- Use our TicketingSystem to work on and resolve Helpdesk Tickets & ServiceRequests.
- Managing and recording allwork through our TicketingSystem
- Make sure that ClientDocumentation is wellmaintained
- Split tickets that haveseveral issues into their own individualticket
- Make sure that tickets aren tstale throughout theprocess
- From time to time,the projects team will need additional resource to help deliverprojects on-site.
- Create and maintaindocumentation for on-siteprocesses
- Escalate tickets thatrequire Service Delivery Managersupport
- Communicate to the clientthe status of their ticket every step of the way, notify them ofany changes or outages related to theirissue
- Submit Timesheets &Expense reports as indicated on theirSOPs
- Identify, Communicate andMitigate potential risks to theService DeliveryManager andClients
TEAMWORK
- Followthe schedule provided by the Service Delivery Manager or ServiceCoordinator / Dispatcher.
- FollowStandard Operating Procedures (SOPs) for daily/weekly recurringtasks.
- Follow all our SecurityProcedures and Keep a Vigilant Eye for SecurityIssues
- Identify opportunities forimprovement and make constructive suggestions forchange.
- Contribute to the process ofinnovative changeeffectively
- Undertake other dutiesas required by the ServiceDelivery Coordinator,Service DeliveryManager, orCTO
DESIRED
- Alove of (and ability to) Solve Problems &Challenges
- Great Communicationsskills, founded in being a goodlistener
- Advanced understanding ofsupport tools, techniques and how technology is used to provideservices
- Advanced understanding ofoperating systems, business applications, printing systems andnetwork systems
- Advanced diagnosisskills of technical issues related of end-user hardware &software and networkdevices
- Advanced experience andunderstanding of structured cabling (tidy cable management isamust)
- Advancedexperience installing and maintaining networking and VoIPequipment
- Advanced experience andknowledge of working with the Microsoft 365Platform
- Advanced experience inclean workstation installations (tidy cable management for end-userdevices, such as computers, monitors, printers,etc)
- Advanced experience workingwith vendors for expedited troubleshooting of hardware and softwaresystems
- Must be able to type quicklyand accurately while talking on thephone
- A deep desire to deliver anamazing Client Experience
- Advancedknowledge of IT Applications, Software &Hardware
- The ability to speak bothGeekandhuman
- GreatCommunications skills, founded in being a goodlistener
- Adeep desire to deliver an amazing ClientExperience
- Driverslicense
- The ability to speak bothGeekandHuman
- The ability tokeep up with & adapt to the fast-paced ITworld
- Experience using aTicketing system / RMM Tool and PSA software
- Experience providing support viaremote tools
- Experience handlingTechnical ServiceTickets
- Professional ITCertifications such as Microsoft MCP, MCSA or MCSE, ITIL, ITSM,etc.
- Client ExperienceCertifications such as Helpdesk Habitsetc.
- Experience working either on aHelpdesk or for a Managed Service Provider (MSP) / IT SupportBusiness.
For someone looking toprogress in their role, the FieldEngineer naturally leads intoroles such as the ServiceDelivery Manager orCTO.
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