Field Services Technician I

Scope:

● Provide end-to-end onsite and remote user support, ensuring high-quality solutions and user

experiences.

● Manage inventory, assets, and e-recycling, utilizing data management software for accuracy

and workflow efficiency.

● Diagnose hardware issues, support AV equipment, and collaborate across teams to ensure

smooth operations and customer satisfaction.

Primary Responsibilities:

● User Support: Provide end-to-end onsite and remote user support on service requests raised

by clients. Use logic and reasoning to identify alternative solutions, conclusions, or

approaches to solving problems and deliver the best possible solutions resulting in a high

quality user experience.

● Inventory & Asset Management: Handle inventory and asset management and e-recycling.

Utilize Inventory Data management software to maintain inventory accuracy and workflow.

Deploy and recover assets and accessories.

● Hardware Support & Management: Diagnose and resolve hardware issues. Support product

lifecycle management activities, tracking and managing inventory, e-recycling of hardware.

● Room & Audio Equipment Support: Support a complex and fast paced environment focused

on video conference rooms and ensure audio and visual quality, troubleshooting any issues

and requests that may arise. Participate in installing AV equipment and displays.

● Ticket Management: Ensure assigned request tickets for support are prioritized and

completed in a timely manner. Handle tasks related to order tracking, hardware deployment,

and user setup, which may be tracked through ticketing systems. Use the defined ITSM

System to properly manage your work related to defined service activities.

● Issues Escalation: Effectively document and escalate issues which cannot be resolved within

the Service Level Agreements (SLAs). Proactively communicate to your supervisor when you

encounter errors in documented support procedures. Adhere to incident management,

problem management, change management, and knowledge management best practices.

● Collaboration: Participate in cross team/site collaboration used to share service knowledge,

isolate potential problems and ensure the consistent delivery of defined service

activities.Collaborate within the broader IT customer experience team, as well as extended IT

organization to ensure the highest level of customer support and experience.

● Customer Experience: Ensure positive user experience and customer satisfaction through

smooth working operations and effective work management. Enable the success of your

peers and teammates.

● Complete other duties as assigned.