Job Title: Field Service Operations Technician

Location : Boone, Illinois (USA)

As a member of the Field Service Operations team, the Field Service Operations Technician will deliver high-quality technical support with exceptional customer service and timeliness. The role requires frequent face-to-face interactions with end users, peers, and managers, providing deskside support for service requests and resolving on-site technical issues. This position operates within a collaborative team environment, assisting other Site Services team members and offering hands-and-eyes support for IT teams, including Audio Visual, Network, and Servers.

1. Technical Support & Incident Resolution:

   • Independently resolve tickets within the agreed SLA for both ticket volume and resolution time.
   • Provide deskside support to ensure timely resolution of technical issues and service requests.
   • Conduct root cause analysis for escalated issues to prevent recurring problems.

2. Collaboration & Knowledge Sharing:

   • Work collaboratively with other IT teams to provide hands-and-eyes support for Audio Visual, Network, and Server-related tasks.
   • Update and manage the knowledge base for continuous improvement.
   • Train new hires and coach analysts to enhance team performance.

3. Compliance & Quality Assurance:

   • Adhere to quality standards, regulatory requirements, and company policies.
   • Ensure positive customer experiences and satisfaction (CSAT) by achieving First Call Resolution (FCR) and minimizing ticket rejections or reopen cases.

4. Value-Added Activities:

   • Participate in activities such as process improvements, knowledge-sharing initiatives, and continuous service enhancement.

5. On-Call Support & Emergency Response:

   • Provide on-call escalation support as needed and assist in addressing critical issues promptly.
   • Support disaster recovery and emergency IT needs at local sites when required.

• Customer Focus: Strong commitment to delivering excellent customer experiences.
• Technical Expertise: In-depth knowledge of resolving technical issues within agreed SLAs.
• Teamwork: Ability to work collaboratively and share knowledge effectively.
• Compliance Awareness: Adherence to standards and policies, ensuring a high-quality and secure work environment.