Junior Field Technician - Columbus, OH

Buckeye Mountain•Columbus, OH

20h•Remote

About The Position

The Junior Field Technician is accountable for ensuring continuity of Intermodal IT system services and hardware management by providing the technical expertise, assistance, installation, and coordination necessary to maintain daily operations. The initial responsibilities are further outlined in the NS statement of work outlining our regional technology support responsibilities. This position will be a remote position in Columbus, OH.

Requirements

Eighteen years of age or older
High school diploma or GED required
Computer experience and aptitude
Ability to work under pressure in a fast-paced environment
Commitment to embrace innovation, technology, and continued growth
Strong organizational skills and multi-tasking abilities
Excellent communication skills
Ability to analyze and solve complex problems

Nice To Haves

associate degree in a related field preferred.
Background in customer service or call center is preferred.
Mechanical aptitude and low voltage knowledge would be a plus

Responsibilities

Responsible for all tasks associated with hardware and software processes for Field Testing and Terminal Support
Training in additional field tech as required.
Issue management and resolution
Communications management
Successfully diagnosed, troubleshooted, and resolved software and hardware problems.
Ability to manage multiple priorities and technical support problems.
Dedication to customer satisfaction
Assure continuity of the computer system for all system users.
Install selected software and hardware products.
Repair hardware as necessary and work closely with service vendors to ensure continuity of service.
Provide technical assistance and advice to users locally and remotely, as needed.
Assist in implementing practices that will more effectively help Buckeye Mountain customers.
Trains users on software and hardware on-site, as required.
Follow all safety rules, operating guidelines and procedures.
Contribute to the continuous improvement of safety, efficiency, and positive work environment.
Select vehicles for loading based on defined criteria.
Identifying complex problems relating to customers and/or machines, reviewing related information to develop and evaluate options and implement effective and strategic solutions.
Communicate essential information on a timely basis to key stakeholders such as customers, management and engineering
Coordinates and maintains all maintenance and support efforts on Buckeye Mountain service offerings that include hardware/software.
Assists in coordinating special projects including network related wiring both fiber and copper, LAN/WAN hardware/software system installation, backup, maintenance, and problem solving; assists in providing network and remote connectivity hardware/software support for technology vendors and service partners.
Maintains support logs and other related information. Tracks the nature and resolution of problems.
Works with Buckeye Mountain resources to provide viable and expedient solutions to customer challenges.
Level 2 and Level 3 support resolution
The Junior Field Technician will follow existing Case creation and Case communication support processes
Making sure all reported issues are assigned a Case and each Case is resolved in accordance with the SLA.
Preventative and Predictive tasks to ensure operations hardware and software is performing to expectations.
Hardware and software audits.
Team with NS administration to create OPTCS training documentation and processes.
Managing and maintaining the safety stock spare pool for the region.
Create a plan for each location to have access to the appropriate spare pool count of OPTCS hardware to meet the SLA.
Enforce and drive OPTCS adoption plan in their region.
Training operators in the proper use of OPTICS hardware and software systems.
Work with onsite mechanics to confirm all available ITE’s have OPTCS hardware installed correctly.