Field Service And Service Desk Engineer

Location: Hybrid / Tristate Area (visits to Brooklyn and Jersey City locations)

Balcones, an emerging leader in the municipal recycling industry, was established in 2003 and has quickly become the cornerstone of the New York City curbside recycling program. We process 100% of the metal, glass and plastic, and 50% of the paper, collected by the New York City Sanitation Department throughout the five boroughs of the city.

In 2013, Balcones opened its state-of-the-art materials recovery facility in Brooklyn, NY - the largest co-mingled recycling facility and one of the most advanced in North America. That same year, Balcones expanded into processing recyclables for a portion of Chicago's South Side "Blue Cart" curbside recycling program.

In addition to NYC, Balcones now serves several NJ municipalities and counties, and in recent years has expanded operations to Florida. We are an operations-intensive business, processing large tonnages at multiple facilities, producing sorted commodities for the recycled materials market.

Balcones is proud to be an equal opportunity employer. We value the diversity of all of our employees, and we are committed to creating a working environment that is built on a foundation of respect and inclusion, where everyone can contribute, advance on merit, and realize their full potential.

Role

Balcones is seeking an experienced, full-time Field Service and Service Desk Engineer for our dynamic, fast growing organization. The Field Service and Service Desk Engineer will oversee the provision of front-line primary technical support to end users on various technical issues and problems relating to hardware, software and peripherals. This includes ensuring the efficient resolution of service tickets in a timely manner according to SLA. This role has responsibility for management of the IT Field Support team and must have excellent customer service & problem-solving skills to diagnose, evaluate and resolve complex problem situations, or when appropriate, escalate or route for resolution.

They will perform root cause analysis, develop checklists for typical problems and recommend procedures and controls for problem prevention. This position will be responsible for support of multiple platforms including desktops, laptops, mobile devices, telephony, and videoconferencing equipment.

Key Responsibilities

• Management and development of IT Field Support
• Support the completion of technology aspects of continuous improvement initiatives where required
• Ensure self and direct report compliance with the requirements of the Safety, Health, Environment and Community Systems.
• Effectively manage direct reports to ensure tasks are performed in an efficient and safe manner in line with company standards.
• Facilitate support to business through resolution of more complex application issues
• Support group IT as required
• Development of technology solutions

Qualifications

• Strong leadership skills.
• Excellent written, oral, and interpersonal communication skills.
• Exceptional knowledge of computer hardware, software and peripherals
• Deep-seated experience with desktop and server operating systems
• Proven track record of developing and providing Service Level Agreements and Help Desk deliverables.
• Highly self-motivated, self-directed, and attentive to detail.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Extensive experience working in a team-oriented, collaborative environment.
• Good understanding and technical knowledge of current network and PC operating systems, hardware, protocols, and standards.
• Demonstrated ability to apply IT in solving business problems.
• Strong understanding of human resource management principles, practices, and procedures.
• 2+ years experience managing and/or directing an IT team
• 5+ years experience in IT desktop support equivalent
• Must have one or more of the following certifications:
  • CompTIA A+
  • CompTIA Network+
  • CompTIA Security+

Balcones is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality or sex.

You must have US Work Authorization in order to be considered for any open Balcones position.

Salary: $100,000 - $120,000 (commensurate with experience)