Field Technician / Field Support Specialist

Job description

Responsible for providing the first line of on-site field system support that includes hardware, software, software applications, and networking to customers and field personnel on-site at customers or remotely.

Provides a high level of customer satisfaction through the effective delivery of technical support and service programs. Customer support specifications may include product performance / maintenance, product installation, project management, site planning and professional services. Pro-actively coordinates resources, problem resolution, problem escalation, and the use of system level diagnostics. Understands service processes and options that are linked with the customers specifications. Able to identify and solve a wide range of problems. Needs a 24-hour commitment to support customer specifications which may also be fulfilled by participation in the regional standby rotation. Works primarily at customer sites.

Duties and tasks are standard with some variation. Completes own role largely independently within defined policies and procedures. 2 years relevant experience and BA/BS degree preferred.

Desired profile

Qualifications :

Responsible for providing the first line of on-site field system break-fix support and installations that includes hardware and software. Interfacing with other parts of the organization to complete work according to provided action plans. Provide long or short term site coverage for dedicated customer sites

Responsibilities:
• Provides a high level of customer satisfaction through the effective delivery of technical support and installations.
• This will include break-fix tasks, hardware product and software installations, site planning problem escalation and managing installations.
• Understands service processes and options.
• Able to solve the problems for products where training has been completed and to create action plans to drive further analysis when increased work experience has been gained.
• Works primarily at customer sites.
• Is using provided tools to do a proper and timely internal reporting
• Needs to be able to travel at short notice - short and long term, within region, potentially globally.
• Requires a 7x24-hours commitment to participate in the regional standby rotation program and shift.

Requirements:
• Higher technical education
• Min 3+ year experience in a similar technical role, end user support role or System Administrator
• Experience with storage / server equipment required
• Problem solving skills, good communication skills.
• Good level of spoken English language is required.
• Ready for business trips up to 30% (Russia and CIS)