SR FIELD SERVICES TECHNICIAN

Stanford Health Care•Palo Alto, CA

1d•Onsite

About The Position

The Field Services Technician II is responsible for providing work direction to field technicians responsible for onsite installation, configuration, repair, and maintenance for a variety of end user and network devices at SHC locations across the San Francisco Bay Area. The Field Services Technician II will additionally provide L2/L3 support as required and work with the SHC Service Desk and desktop engineering teams to identify and remediate recurring issues.

Requirements

Four year college degree or advanced certifications (e.g. Microsoft Office Specialist (MOS) Expert or Master, Microsoft Certified Solutions Associate: Office 365)
Five (5) years of related work experience
Experience troubleshooting, repairing and supporting the following (or similar): Windows 7, Windows 8, and Mac operating systems, as well as common applications (e.g., MS Office, Outlook, VPN)
HP, Dell, Tangent, and Apple desktop/laptop hardware systems
OEM certification or at least 3 years of documented service required on at least 2 hardware systems required
Apple (iPad) and other common tablet computing devices
Printers, monitors, external hard-drives, network interface cards, etc.
Cisco routers (e.g., 36XX, 76XX, ASR 1XXX)
Cisco switches (e.g., Catalyst, Nexus)
Cisco wireless access points (e.g., Aironet)
Associated networking devices (e.g., LAN Controllers, WAN Optimizers)
MCSA Windows 7, MCSA Windows 8, and CompTIA A+ required
Excellent customer service orientation and verbal communication skills
Ability to work in the field with accuracy and minimal direction.
DL - Driver’s License – Any US State

Nice To Haves

Experience in a healthcare IT environment preferable.
One or more of the following certifications preferred: CCIE, CCNA, CCNP, CCDE, CCDP, CCSP, CCVP

Responsibilities

Monitor technician activity across SHC field locations, optimizing support and providing escalated technical assistance as required.
Work with desktop and network engineering and network teams to identify, diagnose, and resolve recurring incidents in the field.
Resolve escalated service delivery issues and interact regularly with IT customers, including communicating issues to the appropriate internal stakeholders, and support communications to the field regarding service delivery issues.
Perform root cause analysis on recurring issues and communicate results with desktop engineering, network engineering, and service desk teams.
Provide service and customer support during field visits or dispatches, representing SHC IT in a professional and businesslike manner.
Oversee all onsite installation, configuration, repair, and maintenance of desktops, laptops, tablets, mobile devices, associated peripherals, and related software.
Oversee onsite initial basic network troubleshooting, port activation and deactivation at SHC locations.
Oversee onsite updates, configuration changes, and installations of hardware and software, and diagnose technical problems to determine proper solutions.
Assist field technicians with diagnosing problems before arrival, determining needed parts and documentation to minimize down time and multiple trips.
Determine whether OEM parts or assistance is required and coordinate OEM vendor parts or assistance as required.
Provide technical support and setup during special events at SHC locations such as conferences.
Complete accurate and timely updates in Asset Management tracking system.
Maintain and track asset data including but not limited to warranty, license, and maintenance information for technology service assets across the SHC environment.
Coordinate and manage asset audits and manage exceptions through a remedial action management process.
Ensure process compliance by managing the remedial / corrective action management process for any breaches that occur throughout the lifecycle.
Ensure equipment is per the defined SHC standards
Work closely and build relationships with SHC vendors.
Participate in gathering bids for large purchases and assist management in negotiating better pricing.
Consult with Project Managers for procurement of IT hardware for projects and manage procurement