HOA - IT Field Services Technician

Swissport • Raleigh, NC

262d • Onsite

About The Position

The IT Field Services engineer acts primarily as on site 1st Level Support for Infrastructure, Hardware and Workplace Services. They take over incidents which cannot be solved immediately and remotely and if necessary, they will request external support, e.g. from software or hardware manufacturers (3rd Level Support). The engineer also works closely with the central end user services and network teams in assisting with resolving issues around patching and security issues. This role will assist in the day-to-day operation, maintenance, and troubleshooting of corporate desktops, phones, audio video equipment and desktop applications.

Requirements

• 4-5 years of experience supporting desktop or laptop technical issues
• Clear, professional communication skills, experience in communicating with users, and able to contribute to team discussions
• Ability to physically move and install equipment including but not limited to desktop PCs, monitors, laptops, desks, etc.
• Strong analytical, planning and problem-solving skills
• Ability to work and succeed in a dynamic and multi-cultural matrix organization
• Fluent command of oral and written English; knowledge of any other language would be an advantage

Responsibilities

• Support the business with infrastructure, hardware and workplace support on a need's basis at a local level
• Resolve incidents on site
• Support end users every day to ensure their technology is working as expected
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients, VPN, Windows OS, O365 apps, and more
• Determine the best approach to providing a solution based on the issue and details provided, including walking the customer through the problem-solving process and solution
• Assist with the employee onboarding process, including equipment procurement & imaging, as well as account provisioning
• Manage SaaS products such as telephony systems, desktop management systems, mobile device systems, antivirus solutions, etc.
• Identify and escalate priority issues as needed
• Document all end-user support in a ticketing system
• Manage time and tasks as assigned by manager
• Escalate IT service and application operational issue to their corresponding 2nd and 3rd level of support

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Support Activities for Transportation