Field Support Technician Journeyman

Sev1tech, Inc.

Field Support Technician Journeyman

US-WV-Kearneysville (Kearneysville, WV)

Job :  | Type:
Full Time W/Benefits Ret Match | # of Openings: 1

The Field Support Technician will work at the customer site in Kearneysville, WV and support the United States Coast Guard (USCG) Network Operations Center (NOC).

• Manages team that provides technical assistance to computer system and network users or other technical products and services.
• Implements policies and procedures regarding how problems are identified, received, documented, distributed, and corrected.
• Ensures maximum issue resolution in minimum time to meet Service Level Agreements.
• Establishes objectives and directs staff activities to improve technical support practices in the areas of quality, knowledge centered support and resolution time frames.
• Drives product supportability.
• Coordinates customer service activities with other internal functions.
• Manages personnel activities of staff (i.e., hires, trains, schedules, appraises, rewards, motivates, disciplines, recommends termination as necessary, etc.).
• Designs and maintains customer databases.
• Assists users with computer hardware and/or software applications (e.g., website access, email setup, troubleshooting, etc.) for the purpose of providing immediate problem resolution.
• In-depth applications knowledge of company's products, services and/or systems; operations may be 24/7.
• High school diploma.
• 4 years of relevant IT experience.
• Demonstrates proficiencies gained from specialized training in supporting help‑desk topics of a more technical nature requiring a complete understanding of the technologies supported by the call center.
• Provides guidance and support to lower tier support personnel and responds to telephone and e‑mail problem reports by identifying, duplicating for knowledge‑base development, and resolving hardware and/or software‑related problems.
• Performs root‑cause analysis by determining symptomatic responses to eliminate dysfunctional circumstances and focusing on isolating the problem cause.
• Experience in customer service using a Trouble Management System (TMS) and/or other error monitoring and tracking tools.

Must be able to provide proof of U.S. Citizenship.

• In-depth applications knowledge of company's products, services and/or systems.
• Operations may be 24/7.