Lead Field Support Technician

Cynet Systems•Philadelphia, PA

About The Position

The Lead Field Support Technician will oversee end-user computing and field services infrastructure, providing Level 2 technical support, deployment, and operational management for hardware, software, and remote site networks.

Requirements

Level 2 technical support
Deployment and operational management for hardware, software, and remote site networks
Support for end-user data backup, storage, and recovery services
Provision and support of remote site networks (LAN, WAN)
Support for stand-alone Uninterruptible Power Supply (UPS) systems
Server break/fix and Level 2 Support for equipment and system software
Break/fix Level 2 Support for in-scope hardware and software
Remote and deskside support
Incident determination, root cause analysis, and resolution
Management and maintenance of in-scope software licenses
Software license compliance
Access control for file systems and disk space
Management and maintenance of in-scope hardware inventory, including asset tagging and recording
Technical support for remote site computing infrastructure hardware and equipment
Procurement procedures for equipment sparing
Maintenance of spares inventory levels
Tracking requests for new devices, spare components, or peripherals
Fulfillment of requests for replacement devices, components, or peripherals
Ad hoc fulfillment of approved new devices, components, or peripherals
Device life cycle management
Advice to other vendors on supporting remote site infrastructure system software
Implementation and coordination of changes to remote site infrastructure
Creation and maintenance of project plans, time and cost estimates, technical specifications, management documentation, and management reporting
Identification and implementation of infrastructure consolidation and efficiency opportunities
BYOD capabilities and support
Support for standard-approved projectors

Responsibilities

Recommend services and standards for supporting the End-User Compute and Field Services environment and end-users.
Deploy and manage in-scope hardware and software.
Support end-user data backup, storage, and recovery services for all end-users.
Provision and support remote site networks (e.g., Local-Area Network (LAN), Wide-Area Network (WAN) connection) and related operations including procurement, design, build, systems monitoring, incident diagnostics, troubleshooting, resolution, escalation, security management, and capacity planning/analysis.
Provide support for stand-alone Uninterruptible Power Supply (UPS) systems.
Provide server break/fix and Level 2 Support for equipment and system software as coordinated through the IT and Clinical Service Desk Services.
Provide break/fix Level 2 Support for in-scope hardware and software as coordinated through the IT and Clinical Service Desk Services.
Provide remote and deskside support to authorized users as needed to fulfill service requirements.
Provide incident determination, root cause analysis, and resolution.
Manage and maintain inventory of in-scope software licenses.
Ensure software license compliance and reconcile software installations with license rights.
Provide support for financial audits, as requested.
Perform access control for file systems and disk space for authorized users.
Manage and maintain inventory of in-scope hardware, including asset tagging and recording.
Provide technical support for all hardware and equipment of the remote site computing infrastructure.
Establish procedures for procuring appropriate equipment sparing requirements and maintain spares inventory levels to meet temporary capacity needs and service level requirements.
Manage and maintain spare inventory for in-scope hardware devices, advising of inventory levels in accordance with policies and procedures.
Track requests for new devices, spare components, or peripherals.
Fulfill requests for replacement devices, components, or peripherals from the spares inventory.
Provide ad hoc fulfillment of approved new devices, components, or peripherals.
Manage device life cycle for devices as part of the ongoing refresh process.
Provide advice to other vendors as required on supporting remote site infrastructure system software (e.g., operating systems, utilities).
Implement and coordinate all changes to the remote site infrastructure, including those affecting service levels.
Create, maintain, and provide all appropriate project plans, project time and cost estimates, technical specifications, management documentation, and management reporting.
Identify and implement opportunities to consolidate infrastructure, improve utilization, availability, and cost efficiency.
Provide BYOD capabilities and support.
Support standard-approved projectors that are not part of managed teleconferencing or video conferencing services.