field tech lead - Washington, DC
1 day ago
Job description
Key Responsibilities
- Lead and mentor a team of field service technicians, including scheduling, performance evaluations, training, and fostering a culture of safety and accountability.
- Coordinate daily field operations, including dispatching technicians to service calls, managing work orders, and optimizing routes for efficiency.
- Provide advanced troubleshooting, repairs, and installations on equipment/products, e.g., machinery, networks, or systems at client sites.
- Ensure compliance with company standards, industry regulations, and safety protocols.
- Monitor inventory of parts and tools, procuring supplies as needed to support field activities.
- Conduct site assessments, prepare reports on service outcomes, and recommend improvements to enhance equipment performance and customer satisfaction.
- Collaborate with internal teams (e.g., ServiceDesk, Infrastructure Management Services, Cybersecurity, Engineering, and IT Operations) to resolve complex issues and implement preventive maintenance programs.
- Generate dashboards and reports as per schedule with meaningful data and Field Support insights. Provide Continuous Service Improvement suggestions and initiatives to Operations Manager.
- Identify Automation opportunities and intimate to Operations Manager wherever technical opportunities are available.
- Handle escalated customer inquiries, provide technical guidance and ensure timely resolution to maintain high service levels.
- Manage requests and issues of VIP users such as VPs and SVPs at customer location within the SLA timelines ensuring best fit solution are provided and executed with no escalations.
- Track key performance metrics (e.g., response times, first-time fix rates), SLAs and implement process improvements to achieve targets.
- Participate in Review calls, Meetings, and available for on-call rotations for emergency services and travel up to site locations as required.
·
Skills
Technical Expertise:
- Advanced proficiency in hardware troubleshooting (e.g., component-level repairs), software resolution (e.g., OS imaging, application deployment), networking, and tools like diagnostic software or MDM platforms.
- Hands on expertise in End User Computing, Desktops, Laptops, Mobile Device Management (MDM) like IBM MaaS 360, ITSM Platforms, Microsoft Active Directory, /O365 consolidation, telematics, scheduling systems, and cybersecurity harmonization, Microsoft Intune, MS O365 Suite such as Exchange, OneDrive, Teams, and SharePoint. Good hands-on expertise in Operating System like Windows, Linus troubleshooting, Configuration, Patching Tools, Anti-Virus Management
- Extensive support during Merger and Acquisitions for critical technology integration with the existing IT environment
- Good expertise and hands-on experience in End-User Device Support, Hardware and Software Issue resolution, Break-Fix services such as diagnosing, repairing, and restoring the functionality of physical devices, Restoration of Services within SLA in the event of hardware failures or outages within customer locations.
- Familiarity with Cloud Technologies such as MS Azure and AWS with services, integrations and transportation technologies like (e.g., GPS/RFID systems).
- Strong experience with Microsoft Technologies such as Intune, SCCM, Active Directory, Azure AD, MS O365 Suite.
- Strong problem-solving, customer service orientation, and communication skills for interacting with non-technical stakeholders; ability to manage time-sensitive restorations under pressure.
Qualifications
- Bachelor's degree in computer science, Information Technology, or a related field. Master's degree or relevant certifications preferred.
- 1-2 years of hands-on experience in IT support, with at least 1year in L1 field, support roles and relative experience.
- Certifications: Microsoft Certified Modern Desktop Administrator Associate, ITIL Foundation and supervisory certification are preferred
- Strong analytical skills, attention to detail, adaptability, and a proactive approach to problem-solving and process improvement.
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