IT Field Services & Support Technician

Amer Sports Oyj; Pittston Township (PA); On-site; USD 55,000 - 75,000; Full time

Job summary

Amer Sports seeks an IT Field Services & Support Technician to deliver end-user hardware/software support across Windows and Mac environments. You will build Windows images (MDT/WDS/Autopilot) and manage mobile devices with InTune and JAMF.

You’ll handle escalations for Global Service Desk, support 3CX telephony, and assist with large-scale deployment in Pittston, PA and nearby areas. Some after-hours work may be required.

Qualifications

• 4+ years’ experience in a PC/Telecom network environment.
• Bachelor’s degree in Computer Information Systems or equivalent experience.
• Experience with Mac OSX, Windows 10/11, Windows Server operating systems.
• Experience with SCCM/InTune/MDM deployment and management.
• Familiar with VPN technologies and telecom protocols.

Responsibilities

• Provides end-user technical support via remote access, phone and email.
• Handles escalations and documents for Global Service Desk analysts.
• Installs/upgrades and troubleshoots software issues.
• Provides high-level support for InTune/JAMF MDM solutions in a large-scale environment.
• Creates/maintains Windows OS images using MDT, WDS and Autopilot.
• Maintains Mac environment using JAMF MDM solution.
• Learns applications/systems used by the support team.
• Provides tier 2 support on 3CX PBX and telephony related applications.
• Deploys/monitors software packages via SCCM/InTune/Jamf.
• Organizes and purchases hardware orders; supports conference room A/V.

Skills

Windows OS

Mac OSX

Active Directory

InTune / MDM

SCCM

3CX / Telephony

Education

Bachelor’s degree in Computer Information Systems

Tools

MDT

WDS

Autopilot

JAMF

SCCM/InTune/MDM

Job description

What you will be doing:

The IT Field Services & Support Technician is primarily responsible for providing end-user support of computer hardware and software, Active Directory account access, IP phones, Laser Printers, Label printers, mobile devices and all other peripheral devices to internal staff. They are responsible for helping create/maintain Windows OS images and deployment solutions and handling escalations from the Global Service Desk analysts. Maintain locations of AMER leased locations in the Pittston, PA area, location of GM 460 Research Drive, Pittston, PA

Specific responsibilities include, but are not limited to:

• Provides end users with technical support via remote access, phone and Email.
• Handle escalations and provide documentation for the Global Service Desk analysts.
• Install/upgrade and troubleshoot software related issues.
• Provide high level support on a large-scale environment for InTune/Jamf MDM solutions.
• Create and maintain Windows OS images using Microsoft deployment technology (MDT, WDS and Autopilot).
• Maintain Mac environment using JAMF MDM solution.
• Obtain a good understanding of the Amer Sports/Wilson environment’s software and have the ability to provide software training to clients when needed.
• Learn the different applications/systems and processes used on a daily basis by the support team.
• Provides tier 2 support on 3CX PBX and telephony related applications.
• Ability to deploy/monitor software packages deployed via SCCM/InTune/Jamf.
• Ability to organize and purchase large amounts of hardware orders (laptops, misc equipment).
• Support MS Teams audio/video equipment for small and large conference room areas.
• Weekend and/or after-hour work may be scheduled as necessary.

What you need to succeed:

This role requires 4+ years’ experience in a PC\Telecom network environment. A bachelor’s degree in a Computer Information Systems and/or relevant experience. Equivalent professional experience will also be considered.

Other qualifications include:

• Bachelor’s degree in computer information systems and/or relevant experience. Equivalent professional experience will also be considered.
• 3-4 years’ experience in a PC\Telecom network environment.
• Technical knowledge of Mac OSX, Windows 11, 10 and Windows Server operating systems.
• Familiar with Internet related applications such as E-Mail clients, FTP clients and Web Browsers.
• Experience configuring local security policies and group policy management.
• Experience configuring mobile devices (i.e. Android/iOS devices).
• Experience troubleshooting VPN technologies.
• SCCM/InTune/MDM experience is required.
• Familiar with telecom protocols, SIP, PSTN, PRIs etc.
• Required certification in one of the following applications/skills: 3CX/MCP/JAMF/Intune/Network +.

The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Good communication and interpersonal skills.

• Ability to assist the Global Service Desk analysts’ team.
• Ability to work toward corporate objectives.
• Able to work independently and efficiently to meet deadlines but also have the ability to work with others and obtain cooperation internally and with outside parties.
• Quality of work includes timeliness, completeness and accuracy.
• Knowledge of department functions so that operations run smoothly in manager’s absence.
• Ability to provide technical explanations to support issues.
• Regular and predictable attendance is an essential function of the job.
• 3CX, MCP, JAMF, Network +, Security + and/or InTune certifications are a plus.
• Creation and upkeep of support documentation.
• Ability to lift 50lbs.
• Some limited evening/weekends support may be required.
• Some travel required – up to 5%.

What’s in it for you:

At Amer Sports, you’ll be part of a global community of people who care about what they do and how they do it. Across our teams and brands, we are driven by ambition, collaboration, and a shared purpose of elevating the world through sport. 4+ years of PC/Telecom network environment experience, Bachelor’s degree in Computer Information Systems or equivalent, Mac OSX knowledge, Windows 10/11 knowledge, Windows Server knowledge, SCCM/InTune/MDM experience, VPN troubleshooting, 3CX/MCP/JAMF/Intune/Network+ certifications