- Professional
- Escritório em Bellevue
Summary:
As a Field Technical Support Representative II, you will provide on-site and remote technical support for enterprise clients across a range of managed environments. This mid-level role focuses on delivering high-quality hardware and software support, maintaining service level agreements (SLAs), and ensuring exceptional customer satisfaction. You will serve as a trusted technical contact for client locations, performing advanced troubleshooting, system maintenance, and asset lifecycle activities.
Key Responsibilities:
· Deliver on-site support for end-user devices, including desktops, laptops, printers, and mobile devices, as well as occasional support for server room equipment.
· Troubleshoot and resolve complex hardware, software, and network connectivity issues.
· Perform break/fix services, OS imaging, software deployment, upgrades, and configuration management.
· Support device refresh projects, site relocations, and equipment installations following organizational standards.
· Maintain accurate service documentation including incident logs, asset tracking, and customer updates using ITSM platforms (e.g., ServiceNow).
· Act as a technical liaison between centralized support teams and client stakeholders.
· Escalate unresolved issues to higher-tier support while maintaining ownership through resolution.
· Adhere to ITIL practices in incident, request, change, and problem management.
· Mentor junior field support technicians and contribute to knowledge sharing across the support team.
Required Qualifications:
· Associate or Bachelor’s degree in Information Technology or a related field, or equivalent professional experience.
· 2–4 years of hands-on field support experience in a corporate or enterprise environment.
· Strong working knowledge of Windows OS, hardware diagnostics, network troubleshooting, and device imaging.
· Experience with enterprise-grade printers, mobile device management (MDM), and endpoint security tools.
· Familiarity with ITSM tools such as ServiceNow and asset management processes.
· Excellent interpersonal and communication skills to interact with clients and internal teams.
Preferred Certifications:
· CompTIA A+, Network+, or Microsoft Modern Desktop Administrator Associate.
· HP, Dell, or Lenovo OEM hardware certifications.
· ITIL Foundation Certification (preferred).
Additional Requirements:
· Valid driver’s license and ability to travel to client sites.
· Ability to lift and carry equipment up to 50 lbs.
· Flexibility to support after-hours or on-call requirements depending on customer needs.
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