IT Field Tech Engineer (CRO)

Truliant Federal Credit Union•Charlotte, NC

1d•Onsite

About The Position

Truliant’s mission is to improve lives by putting our members first, providing great service and straightforward financial solutions. Our core values of Member Focus, Service, Guidance, Relationships, and Community define how we interact with members to fulfill our mission of improving lives and providing a foundation on which we conduct ourselves. Our Promise to Our Teammates: Truliant strives to provide all teammates with an enjoyable place to work where they feel valued, empowered and rewarded for all that they do. Purpose of the Job The IT Field Tech Engineer provides support for issues reported by Service Desk staff that cannot be resolved remotely and requires onsite support, being responsible for diagnosing errors or technical problems and determining proper solutions during those field visits. This position works with Service Desk staff, Telecom staff, IT Security, and IT Infrastructure Engineers to maintain all Credit Union software and hardware. The IT Field Tech Engineer position will assist senior level Engineers with Branch build projects throughout their life cycle.

Requirements

Must have a thorough knowledge of computer software and hardware and a variety of internet applications, networks and operating systems.
Must have working knowledge of basic network topology and use of various network tools and command line capabilities.
Must be familiar with Microsoft Desktop applications, specifically Office platforms, Internet Explorer, and Google Chrome is preferred.
Must be effective time management skills with flexibility to be able to shift resources and priorities and execute tasks as required in a high-pressure environment.
Must have proven and effective cable management skills to ensure work meets the necessary standards.
Must possess analytical, problem-solving and troubleshooting skills.
Must have excellent verbal and written communication skills, with the ability to explain complex issues to non-technical stakeholders.
Must be detail oriented and well organized.
Must have the ability to work flexible shifts and to adapt to changing work schedules
Must be capacity to work under pressure and manage multiple tasks simultaneously.
Must have the ability to prioritize multiple open issues.
Must have strong ethical principles and integrity in handling sensitive information.
Must have experience working in a team-oriented, collaborative environment.
Should possess a strong commitment to providing excellent service to Truliant’s members.
Frequent travel within NC, VA and SC required for on-site support. Valid driver’s license required.
Frequent standing, walking, bending, and stooping required.
Must have ability to sit at a desk for long periods of time and use a computer.
Must be able to moderately lift or move up to 10 pounds and occasionally lift or move up to 40 pounds.
Bachelor’s degree or Associates degree in IT related field or 3 to 4 years equivalent experience required.
Minimum of 3-4 years’ Field Service experience required.
Experience with Active Directory and Windows server operating system required.

Nice To Haves

Must be familiar with Microsoft Desktop applications, specifically Office platforms, Internet Explorer, and Google Chrome is preferred.
Exposure to basic administration/support of virtualization technologies, specifically VMWare-based products preferred.

Responsibilities

Provides onsite support to troubleshoot the physical components of end user computer systems and peripheral equipment.
Takes corrective action and provide quick resolution to resolve technical issues related to hardware.
Provides technical support to end-users, providing guidance on how to use the hardware, and ensure a positive end-user experience.
Accurately logs calls and troubleshooting steps into the IT Service Desk ticketing system.
Escalates complex or urgent issues to senior or specialized support staff, keeping users and management informed about the status and progress.
Sets up workstations with computers and necessary peripheral devices across all facilities.
Travels to branch offices as required to assist senior level engineers in the setup of equipment in a new branch, or assisting with moving equipment when a branch relocates.
Serves as a resource for moves, additions and changes across the organization.
Installs and supports network-based printers and copiers.
Maintains inventory of supplies and hardware to ensure devices are kept current, sanitized and ready for deployment.
Assists in documenting departmental procedures in knowledgebase regarding proper policies, procedures, and standards.
Stays current with the latest technology tools and trends.
Uses a proactive approach to learning to help anticipate issues before they escalate.
Assists with other tasks and projects as assigned.