IT Field Support Staff Technician

IT Field Support Staff Technician

Summary/Objective
The Field Support Staff Technician provides lead support to the field technician team by aiding in the technical development of all new technicians and the ongoing development of current technicians.  This position will also help with store visits and market technology audit.  Aside from Field Tech team, this position will work with team including but not limited to, Network Engineering, Systems Administration, NOC and InfoSec on projects and initiatives.

Essential Functions

1. Lead and participate in projects.
2. Research and analyze support reports to identify potential issues and opportunities to improve support performance.
3. Serves as technical lead within team, representing Operations Support (Including NOC, Field, Product) in technical meetings and providing feedback to leadership.
4. Works with technology and Project Coordinators personnel on projects and special initiatives.
5. Assists with the development and implementation of technical mentorship and training for new team members.
6. Provides escalated technical support and provides status reports on technical trends and activity to department leadership.
7. Work alongside Inventory and Asset Management staff to maintain current inventory of all equipment in retail locations and company vehicles.
8. Drive the development and maintenance of technical documentation.
9. Leading technical interviews for Field Tech candidates.
10. Assists with the development of technical workflows to ensure consistent, quality work
11. Perform other IT related duties as assigned.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Competencies

1. Customer Focus: Knowing the (internal and external) customer business needs and acting accordingly; anticipating customer needs, and giving high priority to customer satisfaction and customer service.
2. Leadership: Achieving results through people by successful technical coaching.
3. Planning and Organizing: Setting priorities and defining actions, time, and resources needed to achieve predefined goals.
4. Adaptability: Maintaining effectiveness in reaching set goals by adapting to changed circumstances, tasks, and responsibilities.
5. Teamwork: Working as a productive member of a cohesive group toward a common goal and contributing to team development and effective team dynamics.

Supervisory Responsibility
This position has no supervisory responsibilities.

Work Environment

This job operate in a store/retail environment.

Physical Demands
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.

Position Type/Expected Hours of Work
This is a full-time position. Days and hours of work are Monday through Friday with the expectation to work extra hours as situations arise.

Travel
80%

Required Education and Experience

1. HS diploma
2. Exceptional customer service skills
3. Strong troubleshooting skills
4. Familiar with Microsoft operating systems
5. Advanced understanding of firewall and routing technologies
6. Advanced knowledge of Active Directory
7. Advanced knowledge of DNS
8. Working knowledge of OSI model
9. Minimum 3 years verifiable technology support

Preferred Education and Experience

1. Two or four year degree
2. Industry certifications
3. Understanding of ITIL

Additional Eligibility Qualifications (Knowledge, Skills, Abilities)

1. Ability to deal with stress and changing priorities
2. Excellent organizational skills with the ability to work calmly under pressure, multi-task, and prioritize
3. Excellent interpersonal skills with the ability to work both independently and as part of a team
4. Strong troubleshooting skills
5. Ability to lead and motive a highly productive team in a pressurized environment

Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.