Field Services serves as an escalation point for first level tickets that need a higher level of technical expertise for resolution and/or on site work in order to keep our Service Desk operating at a high level of efficiency. The Field Services team also provides a vital service to our Engineering team via remote or onsite staging/configuration of systems to assist in the continued timely, efficient, and professional delivery of project services.
. Reports to Field Services Manager
. Provide advanced technical support for the Service Desk team
. Work with strong analytical and quantitative/problem solving skills
. Troubleshoot origin of errors, website, app servers, network, and database
. Deliver consistently high levels of customer service.
. Respond to and resolve customer requests, in relation to software, hardware and network operations difficulties by providing fast, efficient and friendly customer service.
. Accurate and complete documentation of interactions, incidents, and problems.
. Manage time and workload to meet communicated service levels and client requirements.
. Provides technical solutions to a wide range of difficult problems.
. Proactive monitoring of incidents and drive expeditious resolution based on priority
. Ensure daily ticket updates are performed
. Provide ticket resolution or escalate to proper support groups if unable to resolve yourself
. Recommends corrections in technical applications and analysis.
. Document knowledge articles for inter-team use
. Maintain data accuracy in the relevant ticketing and HR systems.
. Provide clients with problem reference numbers and request numbers, as appropriate
. Understanding of various media sources that interface with Autotask and other operational tools
. Support multiple clients through customer service professionalism and insight.
. Visit client sites, as needed/scheduled
. Be available for other assigned projects and tasks
. Collaborate across functional groups and drive incidents and problems to resolution or proper hand-off
. Participate in 24x7 on-call rotation
. Travel as necessary for training and customer engagements
. Other responsibilities as deemed necessary
Skills and Experience Needed:
. Working knowledge of data and voice network concepts.
. Complete understanding and wide application of technical principle, theories, and concepts.
. Knowledge of Service Desk and Contact Center environment.
. Expert in MS Office and other standard software.
. Proficient knowledge of Active Directory
. Proficient knowledge and understanding of Service Desk software and hardware technologies.
. Proficient knowledge of LAN/WAN Networking technologies.
. Ability to communicate at all levels, both technical and non-technical.
. Time management skills.
. Excellent and effective communication (written and oral), telephone and listening skills.
. Ability to perform well as part of a team under direct supervision.