Airport IT Field Support Technician

Essintial Enterprise Solutions; Boston (MA); On-site; USD 45,000 - 75,000; Full time

Job summary

Essintial Enterprise Solutions, LLC is seeking a full-time on-site Field Operations Support specialist at an airport. You will provide field support to internal and external customers under the terms of the customer contract and SLAs.

You will coordinate onsite interventions, maintain high levels of customer service, and communicate effectively to resolve incidents within the SLA, while performing local repairs of faulty equipment in collaboration with resolver groups.

Qualifications

• Must have dealt directly with external customers delivering to SLAs.
• Familiar with hardware install and repairs.

Responsibilities

• Provide field operations support to customers per contract and SLAs.
• Act as customer SPOC and coordinate onsite interventions.
• Maintain the highest level of customer service.
• Use proper communication channels to resolve incidents within SLA.
• Carry out local repairs and coordinate resolution with resolver groups.

Skills

Customer service

SLA adherence

Communication

Professional demeanor

Tools

PC hardware repair

Printer repair

LAN/WAN equipment

Job description

Description

This is a full-time position located at an airport, the key responsibilities of which are to provide field operations support to internal and external customers in accordance with the terms of the customer contract and Service Level Agreements (SLAs).

Functions & Responsibilities:

• Ensure the correct functioning and maintenance of all internal and external customer IT equipment and services?
• Act as the customer SPOC and co-ordinate the scheduling of the onsite intervention with customers, internal resolver groups, and the Service Desk?
• Maintain the highest level of customer service?
• Ensure proper communication channels are utilized to resolve incidents within the prescribed SLA?
• Carry out local repairs of faulty equipment and services to the highest standards and co-ordinate the resolution with the appropriate resolver group

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Requirements

• Must have dealt directly with external customers delivering to SLAs?
• Must be familiar with hardware install and repairs?
• Flexibility to adapt to changing needs of customers and contracts supported?
• Maintain a calm and professional demeanor at all times?
• Familiarity with safety procedures and anti-static precautions.?
• Professional appearance, attitude and ethical behavior required.
• MUST be able to pass a stringent background investigation and fingerprint check (Employment in this position is dependent upon the ability to pass these background checks)Minimum Education Requirements / Certification :
• Minimum 2 years of experience in onsite support activities and repairs of PCs, Printers, and LAN, WAN equipment