It field services technician - united states, blacksburg
the corporate field services technician will provide technical assistance and support for incoming service requests/incidents related to computer systems, software, hardware and infrastructure both in-person and remotely from a manufacturing facility in blacksburg, va.
this position requires the candidate to be available for 24/7 on-call coverage.
the candidate will possess an aptitude for working with microsoft-based applications, with emphasis on windows 7/10 and ms office suites (365/2016).
candidates will rely on internal training, previous knowledge, and informed judgment to identify, diagnose, and resolve or route tickets accurately and in accordance with documented processes.
requirements:
performance is measured on a variety of key performance indicators, priority matrix comprehension/adherence, sla, and customer service. - the successful candidate will provide excellent customer service and adhere to all service management principles, documented processes, and team guidelines. - this role requires the ability to interact professionally with a diverse group of customers, team members, managers, and subject matter experts in-person. - the corporate field services technician will take ownership of follow up status and communicate progress regularly to both their customers and leadership (when requested). - excellent communication skills, prompt time-to-resolution/fulfillment, technical knowledge, organizational skills, and multitasking are necessary attributes to meet the expectations of the position.
the primary role of the field services technician is to restore service; not root cause analysis.
as an equal opportunity employer, iconma prides itself on creating an employment environment that supports and encourages the abilities of all persons regardless of race, color, gender, age, sexual orientation, citizenship, or disability.
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