Field Engineer Technician - Santa Clara

Unisys; Santa Clara (CA); Hybrid; USD 55,000 - 75,000; Full time

Benefits offered by this job

Unlimited paid time off

401(k) match

Comprehensive healthcare

HSA matching

Ongoing learning opportunities

Job summary

Unisys in Santa Clara is seeking an experienced End User Support professional to help establish a Hybrid End User Services model. You will deliver both field services and service desk support, respond to incidents during business hours, and participate in walk-ups and on-site deskside activities.

You will be the primary contact for escalations, manage cases end-to-end, collaborate with resolver groups and leadership, and use advanced tools to resolve complex client issues while supporting VIP

Qualifications

• High School Diploma or GED required.
• May require Technical certification or Associate Degree.
• Generally, 4-6 years’ experience in area of responsibility.

Responsibilities

• Deskside break and fix.
• VIP deskside support activities.
• Use advanced tools and technical knowledge to resolve client problems and conduct high-level installation activities.
• Leverage advanced understanding of hardware, software and operating systems to address significant issues escalated from team members and clients.
• Collaborate with resolver groups, engineering teams and leadership.
• Respond to incidents and service requests through Service Desk channels during business hours.

Skills

End user support

Desk-side support

Service desk experience

Education

Technical certification or Associate Degree

Tools

ITSM workflows

Job description

What success looks like in this role:

• Unisys will establish a Hybrid End User Services Support Model consisting of dedicated resources capable of delivering both traditional Field Services support and Service Desk functions.
• During normal Business hours, the renewed team will respond to incidents and service requests through established Service Desk channels, including phone, email, walk-up, and ITSM workflows.
• Facilitate "walk-up" and floor-support interactions where appropriate
• Serve as a primary point of contact for escalations and customer concerns.
• Improve issue ownership through end-to-end case management.
• Collaborate closely with resolver groups, engineering teams, and both Unisys and Client leadership.
• Participate in continuous service improvement initiatives and knowledge management mactivities
• Performs Deskside break and fix.
• Performs VIP deskside support activities.
• Uses advanced tools and technical knowledge to resolve client problems and conduct high-level installation activities.
• Leverages advanced understanding of hardware, software and operating systems, along with advanced troubleshooting capabilities to address and resolve significant issues escalated from team members and/or clients.

You will be successful in this role if you have:

• High School Diploma or GED required
• May require technical certification or Associate Degree
• Generally, 4-6 years’ experience in area of responsibility

Benefits

Unisys offers an outstanding benefits package, featuring unlimited paid time off, a 401(k) match, comprehensive healthcare, HSA matching, ongoing learning opportunities, and more! We’re committed to supporting work-life balance and investing in your future success.

Video Interview At Unisys, we incorporate video interviews as a key part of our hiring process. This allows us to get to know you better and provide a more engaging and convenient interview experience. We appreciate your understanding and look forward to connecting with you virtually!

#LI-MT1 This role may require access to export-controlled commodities and technology. Therefore, to conform to U.S. export control regulations, applicant should be eligible for any required authorizations from the U.S. Government.

Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law. This commitment includes our efforts to provide for all those who seek to express interest in employment the opportunity to participate without barriers.

If you are a US job seeker unable to review the job opportunities herein, or cannot otherwise complete your expression of interest, without additional assistance and would like to discuss a request for reasonable accommodation, please contact our Global Recruiting organization at [e-mail] or alternatively Toll Free: 888-560-1782 (Prompt 4). US job seekers can find more information about Unisys’ EEO commitment here.

Unisys is a global technology solutions company that powers breakthroughs for the world’s leading organizations. Our solutions – cloud, AI, digital workplace, logistics and enterprise computing – help our clients challenge the status quo and unlock their full potential. To learn how we have been helping clients push what’s possible for more than 150 years, visit unisys.com and follow us on LinkedIn. https://www.unisys.com/unisys-legal/recruiting Notice for U.S. Applicants: Unisys is an Equal Opportunity Employer – Minorities/ Females/ Veterans/ Individuals with Disabilities/ Sexual Orientation/ Gender Identity