Field Service Technician plays an important role in enabling a seamless user experience. Responsibilities encompass a wide range of tasks, from meticulously tracking orders to efficiently managing hardware and accessory deployment.
Requirements
- 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.
- User Support: Provide end-to-end onsite and remote user support on service requests raised by clients.
- Inventory & Asset Management: Handle inventory and asset management and e-recycling.
- Hardware Support & Management: Diagnose and resolve hardware issues.
- Room & Audio Equipment Support: Support a complex and fast-paced environment focused on video conference rooms and ensure audio and visual quality.
- Ticket Management: Ensure assigned request tickets for support are prioritized and completed in a timely manner.
- Issues Escalation: Effectively document and escalate issues which cannot be resolved within the Service Level Agreements (SLAs).
- Collaboration: Participate in cross-team/site collaboration used to share service knowledge, isolate potential problems, and ensure the consistent delivery of defined service activities.
- Customer Experience: Ensure positive user experience and customer satisfaction through smooth working operations and effective work management.
- Complete other duties as assigned.
Benefits
- Medical provided through Cigna (PPO, HSA, EPO options)
- Dental provided through Cigna (DPPO & DHMO options)
- Nationwide Vision provided through VSP
- Flexible Spending Account for Health & Dependent Care
- Pre-Tax Account for Commuter Benefit/Parking & Transit (location-specific)
- Continuing Education and Professional Development via various integrated platforms
- Corporate Wellness Program
- Employee Assistance Program
- Wellness Days
- 401k Plan
- Basic Life, Accidental Life, Supplemental Life Insurance
- Short Term & Long Term Disability
- Critical Illness, Critical Hospital, and Voluntary Accident Insurance
- Tuition Reimbursement
- Paid Time Off (accrued and prorated, maximum of 120 hours annually)
- Paid Holidays
