Field Services Technician

Job description

Job Description

Field Services Technician

Position Description
Would you like to be part of an IT organization offering greater opportunity and challenge? Come join us at CGI to start up a new project supporting one of our clients in an exciting industry. You’ll have the opportunity to play a key role in the stand-up of the new operational model and team. Based on our industry-specific focus, we can offer you a work environment where you will be challenged and will grow and develop your career in a meaningful way. We will help you reach your full potential by providing learning materials & training, mentoring & coaching, as well as ongoing recognition and feedback… plus opportunities to advance!

Your future duties and responsibilities
• As a Field Services Technician, your primary responsibility is to provide Deskside end-user support & service request support. Support will require in-depth knowledge of PC Hardware, both Desktop/Laptop OS options & settings, & network functionality.
• Intermediate knowledge of end-user applications is also required.
• You will be the principal owner of the service request as well as the customer’s overall satisfaction.
• Provide prompt initial and follow up response to all assigned service requests, ensuring the standard performance requirement is met or exceeded.
• Troubleshoot the system problem & complete repair in a timely and efficient manner, insuring minimal recurrence of problem (rework)
• If unable to repair on initial visit, validate the user’s problem & provide information on a temporary work around, if necessary to allow the customer to continue to work, until the system is repaired
• Effectively use remote assistant tools, knowledge base, & other tools to diagnose as appropriate & where ever available in the repair customer issues within target time limits.
• Provide customer with regular communication regarding status of repair/install including notification when repairs are complete.
• Communicate with customer appropriate advice & techniques to avoid future incidents of a similar nature.
• Appropriately document all required information into the ITSM system.
• Ensure system is appropriately secured (case is locked, system password protected, etc.)
• Complete site specific preventative maintenance checklist.
• Meet required productivity expectations, including Technology Services metrics.
• Meet all performance service level targets.
• Make every attempt, when appropriate, to resolve service requests remotely.
• Contribute to the knowledgebase through research of articles, training courses attended, on the job learning, etc.
• Participate in IT projects.
Achieve & maintain knowledge of all applicable site procedures
• Provide smart hands is support of local infrastructure: Severs, Network devices etc.
• Exercise appropriate workflow & time management
• Provide adequate notice for planned absences (two weeks preferred)

Required qualifications to be successful in this role
• As a Field Services Technician, your primary responsibility is to provide Deskside end-user support & service request support. Support will require in-depth knowledge of PC Hardware, both Desktop/Laptop OS options & settings, & network functionality.
• Intermediate knowledge of end-user applications is also required.
• You will be the principal owner of the service request as well as the customer’s overall satisfaction.
• Provide prompt initial and follow up response to all assigned service requests, ensuring the standard performance requirement is met or exceeded.
• Troubleshoot the system problem & complete repair in a timely and efficient manner, insuring minimal recurrence of problem (rework)
• If unable to repair on initial visit, validate the user’s problem & provide information on a temporary work around, if necessary to allow the customer to continue to work, until the system is repaired
• Effectively use remote assistant tools, knowledge base, & other tools to diagnose as appropriate & where ever available in the repair customer issues within target time limits.
• Provide customer with regular communication regarding status of repair/install including notification when repairs are complete.
• Communicate with customer appropriate advice & techniques to avoid future incidents of a similar nature.
• Appropriately document all required information into the ITSM system.
• Ensure system is appropriately secured (case is locked, system password protected, etc.)
• Complete site specific preventative maintenance checklist.
• Meet required productivity expectations, including Technology Services metrics.
• Meet all performance service level targets.
• Make every attempt, when appropriate, to resolve service requests remotely.
All Desktop Technicians MUST HAVE substantial knowledge and expertise with Microsoft End-User Operating Systems (windows 10)
• Considerable experience with computer hardware, Microsoft operating systems and Microsoft environment, networking, printing, device configuration, connectivity and mobility; experience with migrations and enterprise-wide upgrades
• Associates degree in related IT disciplines, or equivalent and continual work history
o 3+ years for Junior
o 5+ years for Intermediate
o 7+ years for Senior
• Working knowledge TCP/IP, DNS, basic network protocols, print queues and network printing
• Solid Experience with Ticketing Systems, such as BMC/ITSM, Service Now
• Experience with computer assets management/coordination functions
• Understanding of Enterprise-wide systems – MS Exchange, Portals, System Center
• Understanding with Active Directory (ADUC)
• Experience researching desktop problems and creating documentation for resolutions is required
Associates Degree:
o 3+ years for Junior
o 5+ years for Intermediate
o 7+ years for Senior

Desired Qualifications
ITIL V3 certification
Familiarity with other operating systems: Linux, Unix, Android, iOS

Build your career with us.

It is an extraordinary time to be in business. As digital transformation continues to accelerate, CGI is at the center of this change—supporting our clients’ digital journeys and offering our professionals exciting career opportunities.

At CGI, our success comes from the talent and commitment of our professionals. As one team, we share the challenges and rewards that come from growing our company, which reinforces our culture of ownership. All of our professionals benefit from the value we collectively create.

Be part of building one of the largest independent technology and business services firms in the world.

Learn more about CGI at www.cgi.com .

No unsolicited agency referrals please.

CGI is an equal opportunity employer.

Qualified applicants will receive consideration for employment without regard to their race, ethnicity, ancestry, color, sex, religion, creed, age, national origin, citizenship status, disability, medical condition, military and veteran status, marital status, sexual orientation or perceived sexual orientation, gender, gender identity, and gender expression, familial status, political affiliation, genetic information, or any other legally protected status or characteristics.

CGI provides reasonable accommodations to qualified individuals with disabilities. If you need an accommodation to apply for a job in the U.S., please email the CGI U.S. Employment Compliance mailbox at US_Employment_Compliance@cgi.com . You will need to reference the requisition number of the position in which you are interested. Your message will be routed to the appropriate recruiter who will assist you. Please note, this email address is only to be used for those individuals who need an accommodation to apply for a job. Emails for any other reason or those that do not include a requisition number will not be returned .

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All CGI offers of employment in the U.S. are contingent upon the ability to successfully complete a background investigation. Background investigation components can vary dependent upon specific assignment and/or level of US government security clearance held.

CGI will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with CGI’s legal duty to furnish information.

Skills

Reference

728770