FSO Engineer

Job Title: Field Service Technician

Location: Covington VA Evadale TX. Cottonton AL Roanoke Rapdis NC Longview WA

Job Description:

The opportunity:

• As a member of Customer s IT Field Operations Group you will be responsible for providing end user application and hardware support including PC workstations printers/drivers advanced network and telecom troubleshooting server support and level II resolution of incident tickets while operating in a 24x7 manufacturing environment.
• You will provide advanced desk-side support interfacing with a diverse user community in a variety of office laboratory and production equipment locations. This will include installation maintenance troubleshooting support and control of critical technology infrastructure.
• In addition to your technical role in support of the administrative offices and production facilities at the designated Customer location you may also be called upon to provide support for other regional locations as needed.
• As a Field Operations resource you will establish communicate and implement customer IT policies and standards to your team and local business partners.
• Work closely with the IT enterprise organizations including the Service Desk to ensure proper communication escalation and resolution of disruptions in the technology service delivery.

How you will impact Customer:

• Manage resource allocations and task assignments for local projects.
• Update of the support procedures as a document owner.
• Plan and participate in the mentoring of technicians to facilitate their development.
• Generate innovative recommendations and initiate technology change requests.
• Contribute in a project environment; both locally focused and enterprise-wide and may direct others during short projects.
• As the IT Field Operations Sr. you will serve as the primary site contact with other technology organizations and vendors and support the local business leadership team and users as the IT site representative.
• In addition you will provide hands-on support for Microsoft Windows and Apple operating systems smart phones and wired/wireless network solutions.
• As the on-site 2nd-level support team you will be called on to perform analytical technical and administrative work to aid in the ongoing support of technology assets in the enterprise including installing maintaining troubleshooting supporting and controlling critical business and IT infrastructure and applications.
• Engage with IT peers and teams from other sites to ensure adherence to standard processes.
• Work in an ITIL-compliant service management environment maintaining both personal and team SLA compliance.
• Troubleshoot complex hardware and software problems and create innovative solutions.
• Install common standard and complex software and hardware peripherals.
• Solid understanding of networking and the ability to utilize existing tools to test and troubleshoot network issues.
• Ability to perform wi-fi site surveys utilizing existing tools.
• Assist with end-user questions problems and training.
• Configure complex third-party networked and site-specific applications.
• Configure and troubleshoot Windows and iOS computing endpoints (PCs Tablets VMUs kiosks).
• Configure and troubleshoot Android iOS Windows and Chromium OS mobile devices.
• Work with technology assets including single-user and networked desktop and laptop clients; desktop and network printers tablets and vehicle-mounted devices wired wireless and telecom networks.
• Correct implementation of the company s processes and support and maintain IT servers; network switches cabling; process control clients; and other technology assets and solutions in the computer rooms as needed.
• Participate in an on-call duty roster with a weekly rotation of 24x7 coverage as required by business unit operations.
• Demonstrated ability to use problem management tool to research and document problem resolution.
• Serve as the primary IT site contact with local business leadership and other technology organizations as well as vendors.
• Manage local technology asset inventory.
• Provide guidance to local sites regarding IT asset acquisition and technology change requests using the tools provided.
• Provide routine support for audio-visual collaboration and video conference systems.
• Provide direct technical support and documentation to users at all levels of the organization (including VIP users).

What you need to succeed:

• Bachelor s degree preferred but a technical school degree plus experience and technical certifications is acceptable with a minimum of 5 years experience working in a production IT manufacturing environment.
• Project management experience training or certification.
• Experience in managing a production-critical IT environment.
• Minimum 5 years proven PC/Windows experience.
• Minimum 2 years network and telecom support experience including moves adds and changes: cabling general device and connectivity troubleshooting; punch-downs; cross-connects.
• Excellent problem solving dispute resolution and interpersonal skills.
• Strong understanding of IT service management framework and a respect for the ITIL Management Framework.
• Must have advanced experience configuring and troubleshooting personal computers including all aspects of hardware and software support in a Windows operating system environment.
• Network related discipline or certifications are a plus.
• Knowledge of Microsoft Office365 including Teams Word Excel Outlook and PowerPoint.
• Knowledge of Microsoft Support Tools SCCM WSUS and Active Directory concepts.
• Excellent skills in written/oral communications including group facilitation presentation and communicating across entire spectrum of an organization.
• Ability to proactively engage and communicate with all IT functional areas while ensuring alignment with local applications Process Control Network (PCN) and business systems.
• The position requires frequent lifting of equipment. Must be able to lift 50 pounds.