Job DescriptionJoin our dynamic team in San Diego, CA, as an experienced Field Service Technician, where you'll serve as the onsite support for our San Diego location. As the face of our organization, exceptional customer service skills are essential, alongside extensive technical expertise in Windows 11, MS Teams, Cisco VoIP, and MS365. This is a critical role that requires strong technical expertise, excellent communication skills, and the ability to work independently in a fast-paced environment. This position offers opportunities for growth, collaboration, and diverse experiences.
- Responsible for managing the delivery of on-site & remote IT services for internal customer accounts spanning multiple locations, focused on a specific sector
- Improve alignment with, and support for, business objectives
- Reduce costs or improve business profits
- Provide accurate forecasts and projections as inputs to the corporate budgeting process
- Increase quality awareness amongst staff
- Achieve efficiencies and cost savings by leveraging centralized shared services and automation
- Help build a business model that enables regional support across organizational boundaries
- Ensure compliance with corporate directives and standards
- Provide visionary leadership to a large, widely dispersed workforce in a rapidly evolving operating environment
- Manage delivery of on-site & remote IT services for internal customers spanning multiple locations (includes reviewing daily backlog, changes and problems)
- Assist the Service Delivery Executive with managing service delivery issues, resource management, cost estimates and provide technical direction
- Build strong business partner relationship with customers Installs, operates, maintains, repairs and modifies equipment.
- Performs a variety of maintenance and technical support on products such as equipment, integrated systems and subsystems, and software at customer and/or field locations.
- Analyzes and evaluates products and related performance. Troubleshoots and diagnoses malfunctions to eliminate problem in minimum time.
- Installs, upgrades and removes products ensuring coordinative engineering field change. Maintains effective customer communications and relations.
- May provide onsite training of customer support personnel. Customer interaction will include face to face and over the phone.
- Manage performance of projects
- Identify & manage continuous improvement opportunities
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Required Skills and EducationHigh School Diploma and 3 years work experience or equivalent experience
Certifications and Clearance:- Secret Clearance (must be able to obtain)
- Security+ certification (must be able to obtain)
Key Skills:- Excellent communication skills (oral and written)
- Excellent organization skills
- Excellent customer relations and customer service skills
- Proven management and leadership skills
Managerial Abilities:- Ability to set priorities, motivate, negotiate, manage performance, collaborate, and coach/mentor
Technical Skills:- Problem-solving and analytics
- Basic project management
- Understanding of risk management
- Working knowledge of:
+ MS Windows 11
+ M365 Office applications
+ MS Teams
+ Cisco VoIP phones
Work Style:- Ability to work independently and as part of a team
- Customer service experience
Preferred Skills and EducationAssociate degree in Computer Science or IT Management with at least 4+ years of experience
Technical Skills:- Understanding of Windows operating systems
- Understanding of ServiceNow IT management, request, and ticketing system
- Advanced technical troubleshooting skills
- Advanced customer service skills
Certifications and Clearance:- Secret Clearance Level
- Security+ certification
