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Job Title: IT - Field Service Technician 2
Location: San Diego, CA
Duration: 12+ months on w2
Job Description:
Monitor systems and identify performance issues reactively.
Solve complex technical problems for Desktop PC, Laptops, Peripherals, and Mobile Devices as well as Telecom services and email services.
Works within strict time scales and elevates incidents within defined time windows.
Review, Assign, Resolve, Log comments and Close tickets in standard Tools like ServiceNow, HP Service Manager, Remedy or CA Service Desk.
Responds to Service Desk calls from Remote Users and resolve issues using remote connectivity tools.
Understands VPN/RAS Connectivity and Advanced Troubleshooting of connection problems.
Troubleshoot Microsoft patches, corporate software deployments, group policies and Antivirus issues. Support patching of OS when required.
Have familiarity with Microsoft Active Directory, DNS and Proxy Services.
Understands Microsoft Office 365, Exchange Corporate Email Systems((link removed) .ost and Archives file types).
Strong writing and verbal communications skills.
Provides ideas and solutions to prevent problems and support incidents from reoccurring that impact the areas of client computing support and overall employee productivity.
Possess creative ability, credibility, and self-confidence while communicating established company policies and providing exceptional customer service and an overall world class employee experience.
Problem Management:
Ability to identify incident trends in order to elevate incidents in accordance with standard protocols.
Work with mixed cross functional teams like Networking, Unix and Wintel to support Problem identification and Resolution.
Quality:
Understands the impact of operations delivery on the customer's business.
Contribute to team's ability to meet target goals.
Complaint Handling:
Responds to customer relations problems promptly and appropriately, escalates issues according to established procedures.
Keeps composure under pressure. Has a customer always right attitude.
Customer Relationship:
Maintain a high level of customer satisfaction by clarifying customer needs and ensuring that they are met.
Work effectively in a multicultural environment.
Respond to common service, product, technical, and customer-relations questions
Teamwork:
Work with local teammates and virtual team members
Note:
US Citizen or Green Card Required
Required to be in SD area/office
Client will pay one rate for all hours worked.
InfiCare Technologies
