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 (at times) remotely within the Corning Valley (USA). The candidate will possess an aptitude for working with Microsoft-based applications, with emphasis on Windows 7/10 and MS Office suites (2010/2013/2016). 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.
Please ensure the candidate is aware of the following:
- The initial location of assignment is subject to change at any time given that Field Services operates and travels between various sites to facilitate end-user requests/issues.
o That said, the role may require some light travel as needed for event support and/or remote sites with customers needing assistance.
- The candidate may be considered for future development opportunities within the Service Line and possibly outside of the organization after a period of 1.5 to 2 years in the Field Services role.
- The primary role of the Field Services technician is to restore service, NOT root cause analysis.
Daily tasks include (but are not limited to):
Additional responsibilities may include:
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.