Field Service Operations Technician
Field Service Operations Technician
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Job Description
Job Title: Field Service Operations Technician
Location : Boone Illinois (USA)
Job Summary:As a member of the Field Service Operations team the Field Service Operations Technician will deliver highquality technical support with exceptional customer service and timeliness. The role requires frequent facetoface interactions with end users peers and managers providing deskside support for service requests and resolving onsite technical issues. This position operates within a collaborative team environment assisting other Site Services team members and offering handsandeyes support for IT teams including Audio Visual Network and Servers.
Key Responsibilities:-
Technical Support & Incident Resolution:
- Independently resolve tickets within the agreed SLA for both ticket volume and resolution time.
- Provide deskside support to ensure timely resolution of technical issues and service requests.
- Conduct root cause analysis for escalated issues to prevent recurring problems.
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Collaboration & Knowledge Sharing:
- Work collaboratively with other IT teams to provide handsandeyes support for Audio Visual Network and Serverrelated tasks.
- Update and manage the knowledge base for continuous improvement.
- Train new hires and coach analysts to enhance team performance.
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Compliance & Quality Assurance:
- Adhere to quality standards regulatory requirements and company policies.
- Ensure positive customer experiences and satisfaction (CSAT) by achieving First Call Resolution (FCR) and minimizing ticket rejections or reopen cases.
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ValueAdded Activities:
- Participate in activities such as process improvements knowledgesharing initiatives and continuous service enhancement.
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OnCall Support & Emergency Response:
- Provide oncall escalation support as needed and assist in addressing critical issues promptly.
- Support disaster recovery and emergency IT needs at local sites when required.
- Customer Focus: Strong commitment to delivering excellent customer experiences.
- Technical Expertise: Indepth knowledge of resolving technical issues within agreed SLAs.
- Teamwork: Ability to work collaboratively and share knowledge effectively.
- Compliance Awareness: Adherence to standards and policies ensuring a highquality and secure work environment.
Employment Type
Full Time
