Posted today
Secret
Mid Level Career (5+ yrs experience)
Unspecified
IT - Support
El Segundo, CA (On-Site/Office)
Vision IT, we put people first-our employees, their families, and our customers. As a Senior Field Technician, you will play a critical role in providing advanced remote and deskside support for incident troubleshooting and remediation. This position requires a strong technical background, problem-solving abilities, and the capacity to collaborate with cross-functional teams to ensure efficient IT service delivery. You will be responsible for managing incident and service request tickets, analyzing IT environment issues, and ensuring customer satisfaction through timely issue resolution. This role also involves escalating complex incidents to higher-level support teams when needed.
This is a temporary, full-time position to provide backfill coverage for an employee on military leave. The anticipated duration is approximately 10+ months but may be subject to change depending on the employee's return date. This position is not eligible for conversion to permanent status.
Key Responsibilities:
Remote and Deskside Support:
Provide Tier 2 incident troubleshooting and remediation beyond the capabilities of the End-User Support Desk (ESD). Deliver both remote and on-site deskside support to resolve hardware and software issues and fulfill service requests.
Incident & Service Request Management:
Manage, update, and analyze Tier 2 incident and service request tickets within the EITSM system, ensuring compliance with Wave One operating processes and procedures. This includes updating status, assigned groups, routing, and identifying constraints affecting service delivery.
Proactive Issue Identification & Analysis:
Analyze incident and service request data to identify recurring issues and proactively address problems in the IT environment. Act swiftly and efficiently to resolve issues and minimize service disruptions.
Coordination & Escalation:
Collaborate with internal Wave One teams (e.g., ESD, UEM/Engineering, EUMOC) and external vendors as necessary. Escalate complex issues to Tier 3 (Engineering) or Tier 4 (external vendors or Original Equipment Manufacturers) for timely resolution and further technical support.
Documentation & Reporting:
Maintain thorough documentation of all incidents and service requests. Provide clear records of all actions taken and generate reports to track ongoing issues, trends, and resolution outcomes.
Customer Satisfaction:
Ensure high levels of customer satisfaction by addressing technical issues promptly and professionally. Maintain a customer-centric approach while balancing technical problem-solving and effective communication.
Qualifications & Required Experience:
CompTIA Sec+ or Equivalent
5+ years of experience in a technical support or field technician role, preferably in IT or related fields.
Strong understanding of Tier 2 incident resolution, including remote and deskside support for hardware and software issues.
Experience working with EITSM systems and managing incident/service request tickets.
Strong analytical skills with the ability to proactively identify and resolve issues.
Ability to collaborate with cross-functional teams to ensure efficient service delivery.
Knowledge of IT systems, networking, and troubleshooting methodologies.
Excellent written and verbal communication skills.
Ability to escalate issues effectively and collaborate with Tier 3 and Tier 4 teams as needed.
Customer-focused approach, with the ability to provide clear explanations and support to end-users.
Preferred Qualifications:
Experience with remote desktop support tools and management software.
Familiarity with Wave One operating processes and procedures.
Physical Requirements:
Ability to travel to on-site locations for deskside support.
Ability to lift and move IT hardware when necessary.
Ability to work in a fast-paced and dynamic environment.
Work Environment:
This position may require work in both office and remote environments.
Interaction with internal teams and external vendors to resolve complex IT issues and ensure service delivery.
Additional Notes:
This position requires the ability to manage high-priority incidents, collaborate with various teams, and ensure service delivery meets customer expectations. The Senior Field Technician will be a key player in ensuring overall service success, contributing to improved IT performance and user satisfaction.
This is a temporary, full-time position to provide backfill coverage for an employee on military leave. The anticipated duration is approximately 10+ months but may be subject to change depending on the employee's return date. This position is not eligible for conversion to permanent status.
Key Responsibilities:
Remote and Deskside Support:
Provide Tier 2 incident troubleshooting and remediation beyond the capabilities of the End-User Support Desk (ESD). Deliver both remote and on-site deskside support to resolve hardware and software issues and fulfill service requests.
Incident & Service Request Management:
Manage, update, and analyze Tier 2 incident and service request tickets within the EITSM system, ensuring compliance with Wave One operating processes and procedures. This includes updating status, assigned groups, routing, and identifying constraints affecting service delivery.
Proactive Issue Identification & Analysis:
Analyze incident and service request data to identify recurring issues and proactively address problems in the IT environment. Act swiftly and efficiently to resolve issues and minimize service disruptions.
Coordination & Escalation:
Collaborate with internal Wave One teams (e.g., ESD, UEM/Engineering, EUMOC) and external vendors as necessary. Escalate complex issues to Tier 3 (Engineering) or Tier 4 (external vendors or Original Equipment Manufacturers) for timely resolution and further technical support.
Documentation & Reporting:
Maintain thorough documentation of all incidents and service requests. Provide clear records of all actions taken and generate reports to track ongoing issues, trends, and resolution outcomes.
Customer Satisfaction:
Ensure high levels of customer satisfaction by addressing technical issues promptly and professionally. Maintain a customer-centric approach while balancing technical problem-solving and effective communication.
Qualifications & Required Experience:
CompTIA Sec+ or Equivalent
5+ years of experience in a technical support or field technician role, preferably in IT or related fields.
Strong understanding of Tier 2 incident resolution, including remote and deskside support for hardware and software issues.
Experience working with EITSM systems and managing incident/service request tickets.
Strong analytical skills with the ability to proactively identify and resolve issues.
Ability to collaborate with cross-functional teams to ensure efficient service delivery.
Knowledge of IT systems, networking, and troubleshooting methodologies.
Excellent written and verbal communication skills.
Ability to escalate issues effectively and collaborate with Tier 3 and Tier 4 teams as needed.
Customer-focused approach, with the ability to provide clear explanations and support to end-users.
Preferred Qualifications:
Experience with remote desktop support tools and management software.
Familiarity with Wave One operating processes and procedures.
Physical Requirements:
Ability to travel to on-site locations for deskside support.
Ability to lift and move IT hardware when necessary.
Ability to work in a fast-paced and dynamic environment.
Work Environment:
This position may require work in both office and remote environments.
Interaction with internal teams and external vendors to resolve complex IT issues and ensure service delivery.
Additional Notes:
This position requires the ability to manage high-priority incidents, collaborate with various teams, and ensure service delivery meets customer expectations. The Senior Field Technician will be a key player in ensuring overall service success, contributing to improved IT performance and user satisfaction.
group id: 91120845
