Field Service Representative

A2 Federal; Calabria; On-site; EUR 35,000 - 55,000; Full time

Job summary

A2 Federal seeks an on-site Field Service Representative to support the Scalable GEOINT/IGEA node in Calabria. You will perform break/fix repairs, troubleshoot GEOINT applications, configure equipment, and ensure asset accountability, coordinating with the central Help Desk in Fort Gordon, GA.

You will also install cabling, manage system requirements with users and management, train staff on hardware/software, and track requests in JIRA to sustain 24/7/365 on-call support with rapid response

Qualifications

• On-site field service experience in government/GEOINT environments.
• Experience configuring and debugging GEOINT tools.
• Experience tracking assets by location and serial numbers.

Responsibilities

• Serve as full-time on-site Field Service Representative at GEOINT location; liaise with Fort Gordon Help Desk.
• Troubleshoot desktops and GEOINT applications, including SOCET GXP.
• Ensure equipment is configured, tracked by location/serial, and secure.
• Provide user support in person, by phone, and electronically; read manuals and diagnose issues.
• Install hardware/software; set up cables, OS, and applications.
• Coordinate repairs with clients and vendors; escalate major problems.
• Install fiber/copper cabling and configure network connections.
• Define system requirements with staff; evaluate upgrades.
• Maintain records of data transactions, problems, and installations.
• Develop training materials and train users; mentor staff on projects.
• Track requests in JIRA and support 24/7 on-call helpdesk with 2-hour response.

Skills

Break/fix repair

Troubleshooting

On-site support

Training others

Requirements gathering

Tools

SOCET GXP

JIRA

Fiber/Copper cabling

Network configuration

Job description

Serves as the contractor's on-site Field Service Representative for the Scalable GEOINT / IGEA node at Republic of Korea (501st MIB(T)). Provides break/fix repair, advanced desktop and GEOINT-application troubleshooting, and equipment accountability for the location, and is the local link to the central Help Desk at Fort Gordon, GA. At the SME level, also establishes local system requirements with users and management and directs other workers on installation and special-project work.

RESPONSIBILITIES

• Serve as the full-time on-site Field Service Representative (FSR) at the Government IGEA / Scalable GEOINT location; perform break/fix repairs of local systems and facilitate customer interaction with the central Help Desk at Fort Gordon, GA.
• Perform advanced troubleshooting of desktop systems and applications, including GEOINT-specific tools such as SOCET GXP.
• Ensure IGEA equipment at the location is properly configured, accounted for, andoperatedin accordance withsecurity requirements; track IT equipment by location and serial number.
• Provide technicalassistanceto users in person, by telephone, or electronically; read technical manuals, confer with users, and run diagnostics to resolve problems.
• Set up equipment for user use, including cables, operating systems, and software; install and perform minor repairs to hardware, software, and peripherals.
• Coordinate repairs of IT equipment with the client and hardware vendors; refer major hardware or software problems or defective products to vendors or technicians.
• Install physical cabling (fiber and copper) and configure network connections, directly and through patch panels.
• Confer with staff, users, and management toestablishrequirements for new systems or modifications; prepare evaluations of software or hardware and recommend upgrades.
• Maintain records of daily data communication transactions, problems, remedial actions, and installation activities.
• Develop training materials and procedures and train users on hardware and software; provide direction to junior and senior workers on special projects and installations.
• Track customer requests in JIRA and support the 24/7/365 on-call helpdesk posture, with support provided within two hours of a user's request.