Field Engineer Technician - Santa Clara

Unisys•Santa Clara, CA

About The Position

Unisys is hiring a Field Engineer Technician to support 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 service desk channels, including phone, email, walk-up support, and ITSM workflows. The technician provides deskside break-and-fix and VIP support, uses advanced technical knowledge and tools for troubleshooting and installations, and handles significant issues escalated by team members or clients. The role also supports end-to-end case ownership, escalation management, collaboration with resolver and engineering teams and organizational leaders, 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 technical certification or an associate degree.
Applicant should be eligible for any U.S. Government authorizations required for access to export-controlled commodities and technology.

Responsibilities

Respond to incidents and service requests through phone, email, walk-up, and ITSM channels during normal business hours.
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 activities.
Use advanced tools and technical knowledge to resolve client problems and conduct high-level installation activities.
Apply advanced knowledge of hardware, software, and operating systems, along with troubleshooting skills, to resolve significant issues escalated by team members or clients.