Sr Field Tech Support - San Diego

A Day in the Life:

The IT Field Support Technician is primarily responsible providing end user support for all technologies in our Airport and Off-Airport locations.  Technologies include, but are not limited to, Point of Sale, computers, tablets, mobile devices, thermal and laser printers, wireless devices, digital signage, A/V, telephony, low-voltage cabling, as well as wireless, cellular, and local area networking.  The role will frequently interact with outsourced partners who provide support on specialized technologies. Tasks include tracking, troubleshooting, and resolving end-user computer issues, as well as proactive monitoring and support. Additionally, this role will support and assist other IT End User support functions, as needed. The successful candidate will possess deep technical knowledge, exceptional interpersonal skills. This role is the focal point for customers in the geographic area that they support. 

What you will do:

The Senior Technician is reserved for the most tenured technicians who specializes in specific Field Technology domains. Additional responsibilities include:

• Deliver world-class IT support to onsite and remote users
• Quickly resolve complex, break/fix issues in person or via telephone
• Perform installations, replacements, upgrades, and other hardware/software related tasks as needed
• Setup and monitor high-priority executive meetings utilizing collaboration and AV services
• Perform regular walkthroughs to provide proactive support to high visible individuals
• Acts as a resource for IT support, projects, and other initiatives as needed
• Receive and respond to incoming support requests in a timely manner including off hours
• Follow set procedures for logging, reporting, and statistically monitoring desktop operations
• Set reasonable expectations that can be delivered on
• Provide IT system and software training
• Provide recommendations regarding new standards to better support users.
• Work on special projects and deployments as directed by management.
• Support and direct the work of others in support of Field Technology they specialize in.
• Lead upgrades and/or replacement of Field Technology standards they specialize in.
• Research improvements to Field Technology standards.
• Provide leadership for questions, concerns, or issues related to Field Technology standards that they specialize in.
• Travel to support, deploy, and collaborate on Field Technology they specialize in.
• Mentor and help other Field Technicians with technology, support processes, and services.
• Participate in Vendor Governance processes for technologies they specialize in.

What we are looking for: 

• Awareness and Maintenance of all IT hardware software in and around assigned region/location
• Overall IT related satisfaction of users
• Stability of IT systems and services used by company Executives and Executive Admins
• Ensuring that company Executives and Executive Admins understand how to best use the technology provided to them
• Ensuring that other IT colleagues, teams, and 3rd party vendors deliver on commitments to company Executives and Executive Admins
• Helping the overall IT and End User Support team achieves assigned goals
• Manage and work an assigned ticket queue providing expert level service
• Provide timely updates on projects and helpdesk tickets
• Work on special projects and deployments as directed by management
• Participate in and initiate process improvement actions and recommendations, including technical documentation.
• Collaboration with Facilities, Operations, and other IT Colleagues to address underlying issues that cause service disruptions or general user satisfaction
• After hours/weekend tasks will be expected when necessary
• Flexibility and strength to lift 60lbs and install cabling in less than adequate conditions.  Bending, twisting, squatting, pushing, carrying and overhead reaching are essential in performing necessary functions.
• Ability to drive to various location for onsite service and support

Travel Requirements: Heavy local travel (50-mile radius), moderate Domestic US Travel. Senior role requires additional travel.

• Bachelor’s degree or equivalent experience
• 3+ years’ direct experience supporting Point of Sale systems
• 5+ years’ experience in desktop hardware, operating systems, smartphones, and printers
• Proficient with computer hardware repair and can troubleshoot/resolve software and operating system issues.
• Hands-on troubleshooting experience with the ability to perform under pressure
• Familiarity with networking / layer 1