Field Support Technician Journeyman at Sev1Tech

Kearneysville, West Virginia, United States -

Full Time

Start Date

Immediate

Expiry Date

26 May, 26

Salary

0.0

Posted On

25 Feb, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Assistance, Network Operations Center Support, Issue Resolution, Service Level Agreements, Staff Management, Customer Databases, Hardware Troubleshooting, Software Troubleshooting, Root Cause Analysis, Trouble Management System, Error Monitoring, Knowledge Centered Support, Product Supportability, Customer Service Coordination

Industry

IT Services and IT Consulting

Description

Overview/ Job Responsibilities The Feild Support Technician will work at the customer site in Kearneysville, WV and support the United States Coast Guard (USCG) Network Operations Center (NOC) The candidate will support the following responsibilities: Manages team that provides technical assistance to computer system and network users or other technical products and services. Implements policies and procedures regarding how problems are identified, received, documented, distributed, and corrected. Ensures maximum issue resolution in minimum time to meet Service Level Agreements. Establishes objectives and directs staff activities to improve technical support practices in the areas of quality, knowledge centered support and resolution timeframes. Drives product supportability. Coordinates customer service activities with other internal functions. Manages personnel activities of staff (i.e., hires, trains, schedules, appraises, rewards, motivates, disciplines, recommends termination as necessary, etc.). Designs and maintains customer databases. Assists users with computer hardware and/or software applications (e.g. website access, email setup, troubleshooting, etc.) for the purpose of providing immediate problem resolution. In-depth applications knowledge of company's products, services and/or systems. Operations maybe 24/7. Manages team that provides technical assistance to computer system and network users or other technical products and services. Implements policies and procedures regarding how problems are identified, received, documented, distributed, and corrected. Ensures maximum issue resolution in minimum time to meet Service Level Agreements. Establishes objectives and directs staff activities to improve technical support practices in the areas of quality, knowledge centered support and resolution timeframes. Drives product supportability. Coordinates customer service activities with other internal functions. Manages personnel activities of staff (i.e., hires, trains, schedules, appraises, rewards, motivates, disciplines, recommends termination as necessary, etc.). Designs and maintains customer databases. Assists users with computer hardware and/or software applications (e.g. website access, email setup, troubleshooting, etc.) for the purpose of providing immediate problem resolution. In-depth applications knowledge of company's products, services and/or systems. Operations maybe 24/7. Minimum Qualifications High school diploma 4 years of relevant IT experience Demonstrates Proficiencies gained from specialized training in supporting the help desk topics of a more technical nature that require a complete understanding of the technologies supported by the call center. Provides guidance and support to lower tier support personnel and responds to telephone and e-mail problem reports by working to identify, duplicate for knowledge base development and resolve hardware and/or software-related problems. Performs root cause analysis by determining symptomatic responses to eliminate dysfunctional circumstances and focusing on isolating the problem cause. Experience in customer service using a Touble Management System (TMS) and/or other error monitoring and tracking tools. Eligibility/Clearance Requirements: Must be able to provide proof of U.S. Citizenship Desired Qualifications In-depth applications knowledge of company's products, services and/or systems. Operations maybe 24/7. About Sev1Tech LLC Welcome to Sev1Tech! Founded in 2010, we are proud to be a leading provider of IT modernization, engineering, and program management solutions. Our commitment is to deliver exceptional program and IT support services that empower critical missions for both Federal and Commercial clients. At Sev1Tech, our mission is clear: Build better companies. Enable better government. Protect our nation. Build better humans across the country. We believe that through innovation and dedication, we can make a significant impact on the communities we serve. Join the Sev1Tech family, where your potential for greatness is limitless! Here, you will not only achieve remarkable accomplishments but also enjoy a fulfilling and rewarding career progression. We invite you to explore opportunities with us and become part of a team that values your contributions and growth. Ready to take the next step? Apply directly through our website: Sev1Tech Careers and use the hashtag #joinSev1Tech to connect with us on social media! For any additional questions or to submit referrals, feel free to reach out to recruiting@sev1tech.com.

Responsibilities

The Field Support Technician will manage a team providing technical assistance to computer system and network users, implementing procedures to ensure maximum issue resolution within minimum timeframes to meet SLAs. This role involves directing staff activities to improve support practices, driving product supportability, and managing all personnel activities for the support staff.