IT Field Service Technician

IT Field Service Technician responsibilities include, but are not limited to, the following:

• Act as a single point of contact in a lab for phone calls and emails from staff regarding IT issues and requests;
• Manage local operations in the lab - being very flexible and support M&A transitions;
• Utilize the knowledge base and other support documentation to identify, isolate, diagnose and resolve end-users technical problems and provide information and status as requested.
• Enter all troubleshooting performed and, if applicable, the resolution.
• Provide timely, first call resolution to technical support issues while following company standards (KGDs/SOPs);
• Maintain a high degree of customer service for all support requests;
• Participate in coordinating messages sent on behalf of the Service Desk pertaining to unplanned service disruptions and show initiative by offering suggestions for improvement of service delivery (i.e. reduce downtime, improve response time, process improvements, etc.);
• Support for Microsoft Office products in our enterprise environment;
• Report to the IT Service Desk Manager on any issue that could significantly impact the business;
• Perform special projects as assigned/required and improvement of processes;
• Maintain updated knowledge of computer hardware and software;
• Participate in the weekly offered English training regularly;
• Work well within and with other (cross-functional) teams.

• Excellent written and verbal communication skills. Must be able to communicate with individuals with all levels of technical and non-technical skill sets (i.e. Developers, Project Managers, and external Customers);
• The ability to work independently and as part of a team with a courteous and professional attitude;
• Excellent time management and prioritization skills;
• Software troubleshooting ability for problem research and error isolation;
• Good listening skills; problem-solving and the ability to handle multiple projects/clients at once in a fast-paced environment;
• The ability to handle objections and counter professionally;
• Must have the technical aptitude to learn, apply and solve technological solutions and/or challenges;
• Must be willing to spend the time necessary to achieve and maintain a high level of technical proficiency;
• Expertise in Microsoft Office: Outlook, Word, Excel, PowerPoint;
• Must have experience working with PC based hardware, software and networking components;
• The ability to lift up to 20 pounds., * Undergraduate degree in IT or equivalent industry certifications
• Three (3) years of experience with Information Technology hardware and software support
• Authorization to work in the United States indefinitely without restriction or sponsorship