field tech lead - Washington
2 days ago
Job description
Key ResponsibilitiesLead 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 ManagementExtensive 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.
QualificationsBachelor'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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