Field Engineer Technician - Santa Clara

Unisys Corporation; Santa Clara (CA); Hybrid; USD 60,000 - 90,000; Full time

Job summary

Unisys Corporation is seeking a hands-on End User Services professional in Santa Clara, CA, to deliver hybrid support combining Field Services and Service Desk functions. You will respond to incidents and requests, engage in floor-support, and act as a primary escalation contact, driving end-to-end case ownership.

The role involves collaborating with resolver groups and engineering, contributing to service improvement, and performing deskside and VIP support tasks using advanced

Qualifications

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

Responsibilities

• Respond to incidents and service requests through Service Desk channels during business hours.
• Facilitate walk-up and floor-support interactions.
• Serve as a primary point of contact for escalations and customer concerns.
• Improve issue ownership through end-to-end case management.
• Collaborate with resolver groups, engineering teams, and leadership.
• Participate in continuous service improvement initiatives and knowledge management activities.
• Perform deskside break and fix.
• Perform 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, with troubleshooting to address significant escalated issues.

Skills

End user support

Service desk

Escalation management

Troubleshooting

Deskside support

Education

High School Diploma or GED

Technical certification or Associate Degree

Tools

ITSM workflows

Ticketing systems

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.