Field Services Support Technician

GENERAL DESCRIPTION

Responsible for working with internal users (clients) to manage and resolve incidents relating to enterprise application systems and integration tools. Responsible for escalating networking and endpoint operations issues to the appropriate team. Under the direction of the IT Field Services Director and IT Field Services Regional Manager advises, plans, and coordinates physical security and physical security best practices at the site.

ESSENTIAL JOB FUNCTIONS

• Serves as primary escalation point and contact for all site-specific Network and Client Services issues. 
• Interact with internal clients to resolve issues; communicate with internal clients in a professional manner maintaining discretion.

• With Regional Manager support, coordinates, plans, and executes all facility infrastructure maintenance.

• Provide on-site desktop/laptop support including new hardware setup and deployment. Identifies common problems and documents best practices.

• Works with users of shipping automation software to diagnose issues and provide solutions.
• Troubleshoots issues, develops, and demonstrates solutions and provides on-the-spot training. Identifies common problems and documents best practices.

• Monitor, support and assist in maintaining all network / WAN connectivity to support efficient branch office communications and perform capacity planning. 
• Collaborate with the Network Operations team to find solutions to complex networking issues. 

• Supports team with procurement of all networking and hardware requirements for the site.

• Support the management of IT Vendors for Telecom, Hardware, and MSP at the sole direction and oversight of the Regional IT Field Services Manager and Global Network Operations team. 
• Active member of the IT Field Services group, supporting high profile projects with executive leadership and business visibility 
• With support from the Cloud Operations team basic Azure AD and on-prem Active Directory administration. 
• With support from the Cloud Operations and Network Operations teams, basic Microsoft Exchange, M365 Administration and Networking Administration. 
• Provide support to Level 3 engineer in Network Operations, Cloud Operations, and Endpoint teams when issue is escalated. 
• Assist with the asset management of software licenses, software, hardware, and other IT supplies. 
• Assist in supporting Inhouse Crane applications such as TMF, Footprint, Sage, etc. including basic troubleshooting and escalating over to relevant team. 
• Assist in the support of the Warehouse Operations for the business, including the Windows technology RF Guns and Zebra Printers, ensuring all Warehouse issues are resolved quickly and efficiently. 
• Escalate issues to specialist 24/7 on-call network support on a rotation basis within a team. 
• Monitoring the state and, where relevant, performance of the site system assets. 

• Provides recommendations to site leadership and leads continuous improvement activities.
• Support the team to ensure site IT / Security (camera, access badging) is covered for a 24/7 operation.
• Responsible for incident reporting and associated root cause / countermeasure at the specific site.

• Must be a team player and have excellent communication skills.  
• Travel is negligible, less than 5%. 
• Other duties as assigned.

• Other duties as assigned.

 

PHYSICAL REQUIREMENTS

• Job may require extended sitting or standing, use of standard office equipment.
• Job requires the ability to use vision, adjust focus and work on a standard computer screen.
• Use of audio-visual equipment is required.
• Talking, hearing and using hands to operate computer equipment.
• Job requires working from the assigned worksite.

[The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.]

OTHER SKILLS AND ABILITIES

• Proficient with E-Mail (Microsoft Outlook). 
• Understanding of corporate networking and systems infrastructure, including SD-WAN, VPN, network connectivity, endpoint connectivity and Internet access, email, and productivity applications such as Microsoft 365, etc. 
• Demonstrated proficiency in the installation of network devices (rack and stack) and experience with network cabling.
• Knowledge of Wireless Access Points and wireless security protocols such as EAP with RADIUS.