Field Services Technician - Telecom Job at Beaumont Services Center
GENERAL SUMMARY: Reporting to the Field Services Manager, the Field Services Technician provides Level 2 IT support to end users remotely and deskside primarily for user IT telephony issues. The Technician interacts with customers to gather and document information, analyze the situation, triage, troubleshoot, and provide guidance to problem resolution, and when necessary forward/assign the issue to the appropriate next levels of IT support. The Technician will utilize common IT tools like a ticketing database, knowledge database, and remote control tools in performing these functions.
ESSENTIAL DUTIES:
This document represents the major duties, responsibilities, and authorities of this job, and is not intended to be a complete list of all tasks and functions. It should be understood, therefore, that incumbents may be asked to perform job-related duties beyond those explicitly described.
- Responsible for day-to-day maintenance, cable management, asset management, and cleaning of customer phones, peripherals, and related hardware.
- Assists users with phone and peripheral related problems and requests.
- Assists Field Technicians in learning to troubleshoot and Beaumont processes and procedures
- Performs installation, configuration, move, and upgrade tasks.
- Helps to monitor equipment asset levels.
- Completes updates on service tickets.
- Communicates to Sr and Lead Field Technicians on status of technical problems.
- Continually works to meet or exceed Customer Service Level (SLA) commitments.
- On-call support coverage as needed, in scheduled rotations.
- Other duties as assigned by leadership.
STANDARD QUALIFICATIONS
- HS diploma required, Associates degree, or a combination of related experience preferred, especially in healthcare settings.
- 2-5 years of experience with installation and technical support of telephony hardware. Varied background including PC troubleshooting experience preferred
- ACIS, CompTIA A+, or similar certification not required but would be preferred.
Other Qualifications:
- Analytically inclined with attention to detail and accuracy
- Ability to work independently
- Ability to work under pressure and prioritize work
- Night/weekend on call coverage as needed, as part of a rotation
- Beaumont Health grants equal employment opportunity to all qualified persons without regard to race, color, national origin, sex, disability, age, religion, genetic information, marital status, height, weight, gender, pregnancy, sexual orientation, gender identity or expression, veteran status, or any other legally protected category.
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