Field Engineer Technician - Santa Clara

Unisys•Santa Clara, CA

About The Position

The Field Engineer Technician supports a hybrid End User Services model that combines traditional field services with service desk functions. During normal business hours, the role responds to incidents and service requests through phone, email, walk-up, and ITSM channels. The technician provides deskside break-and-fix and VIP support, uses advanced tools and technical knowledge for troubleshooting and installations, and resolves significant escalated issues involving hardware, software, and operating systems. The role also supports end-to-end case ownership, customer escalations, collaboration with resolver and engineering teams and company and client leadership, and continuous service improvement and knowledge management.

Requirements

High school diploma or GED required.
Generally, 4–6 years of experience in the area of responsibility.
May require a technical certification or associate degree.
Applicant should be eligible for any required U.S. Government authorizations for access to export-controlled commodities and technology.

Responsibilities

Respond to incidents and service requests through 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 with resolver groups, engineering teams, and Unisys and client leadership.
Participate in continuous service improvement initiatives and knowledge management activities.
Perform deskside break-and-fix support.
Perform VIP deskside support.
Use advanced tools and technical knowledge to resolve client problems and conduct high-level installation activities.
Troubleshoot and resolve significant issues escalated by team members or clients.