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Job Summary
The Field Support Specialist provides advanced levels of remote and in-person IT support and partner field service representatives, including maintenance of the computer, voice & data networking and media environments This role is responsible for analyzing more advanced IT issues, resolving problems and installing hardware and software. Collaboration with other roles in IT and the business will be required to resolve many issues. Tasks include end user support, and performing light PC maintenance, upgrades and configurations. Maintaining good customer and partner relationships is a requirement of this role.
Core Duties
Provide an advanced level of troubleshooting & support to specialists and partners in the region and nationwide.
Monitor and respond quickly and effectively to requests received directly or through the IT help desk.
Collaborate effectively across IT, business divisions and vendor partners to resolve issues.
Provide remote or in-person support and resolve problems to the end user's satisfaction.
Assist the staff with any questions they may have about software.
Install, test and configure new workstations, network, peripheral equipment and software.
Modify configurations, utilities, software default settings, etc. for the network or local workstations.
Document internal procedures.
Assist with onboarding and training of new field service specialists.
Manage PC setup and deployment for new employees using standard hardware, images and software.
Assist with continuous improvement initiatives in all IT areas.
Participate in planning and implementing large scale projects.
* The duties and responsibilities described are not a comprehensive list and additional tasks may be assigned to the employee from time to time; or the scope of the job may change as necessitated by business demands.
Required:
3-5 years field service support experience in a multiple site environment.
Preferred:
ServiceNow experience
Knowledge, Skills, and Abilities
Strong troubleshooting skills in Windows 10.
Strong experience with Microsoft O365 and Microsoft Teams.
Superior hardware troubleshooting skills with Laptops/Desktops, wifi and network equipment.
Advanced skills with LAN and WAN networks.
Good skills with Active Directory (user and computer management).
Basic knowledge of ITIL.
Excellent customer service mindset and clear communication skills.
Excellent organizational, time-management and written communication skills.
Licenses and Certifications
Required:
A+ Certification
Minimum of one applicable advanced technology certification.
Preferred:
Multiple advanced technical certifications.
About Us
Skiltrek is an award-winning IT staffing firm and the staffing partner of choice for many leading companies across the US.
At Skiltrek, we promise you the perfect opportunity of building technical excellence, understand business performance and nuances,
be abreast with the latest happenings in technology world and enjoy a satisfying work life balance.
Skiltrek is committed to equal treatment and opportunity in all aspects of recruitment, selection, and employment without regard to gender,
race, religion, national origin, ethnicity, disability, gender identity/expression, sexual orientation, veteran or military status, or any other category protected under the law.
Skiltrek is an equal opportunity employer; committed to a community of inclusion, and an environment free from discrimination, harassment, and retaliation.
