IT Executive

Field Services Engineer

Reports to:

Responsibilities

• Serve as the initial point of contact for all support related I.T. end-user calls, emails, or tickets from India based teammates while serving as part of a global team
• Provide technical solutions to customers by accurately identifying problems, researching issues, providing workarounds and fixes, and engaging other teams as needed
• Create, transfer, and/or work tickets for all incidents and requests for help
• Perform periodic preventive maintenance activities
• Submit new workstation purchase orders to locally approved India vendors
• Procure peripherals (e.g., displays, UPSs, etc.) from locally approved India vendors
• Partner with OEMs and coordinate with teammates for workstation hardware replacements
• Inventory, track, label, and securely store all workstations and peripherals in the corporate office
• Unpackage new workstations and prepare them for issuance
• Package and arrange delivery for new workstations or hardware replacements for end-users
• Install and configure new peripherals to include scanners, printers, and cameras
• Develop and maintain installation and configuration procedures and system standards for peripherals and teleconferencing equipment
• Perform daily I.T. rounding by physically walking the office floors and checking on all end-users to see if they have problems or issues
• Provide answers to basic how-to questions and end-user training
• Provide smart hand I.T. support for network equipment (e.g., power cycle network devices)
• Provide first level support for video conferencing and projector equipment
• Provide first level support for local printers and surveillance system
• Provide first level support and coordination with ISP vendors
• Provide first level desktop support as needed
• Rack & stack any new I.T. equipment
• Run cabling as needed for any new I.T. equipment
• Build working relationships with 3rd party vendors to ensure resolution of issues by navigating other support processes
• Develop and review knowledgebase articles and technical documentation
• Provide on-call I.T. support as needed
• Act as subject matter expert on assigned internal technical projects
• Other responsibilities as assigned
  

Job Requirements

• Diploma in I.T.
• Ability to multi-task and track ongoing efforts, timelines, updates, and issues
• Experience with Windows 10 operating system
• Base understanding of basic productivity software tools to include Microsoft Excel, Outlook, and email communication
• Base understanding of networking services like DNS, DHCP, and TCP/IP routing
• Ability to work off-hours to ensure the availability of business operations
• Relentless problem-solver with excellent organization and communication skills
• Ability to work independently and as part of a team
• Flexibility to assume new tasks or assignments as needed
  

Preferred Knowledge, Skills, Abilities & Education

• 1-3 years’ experience in an information technology support role
• MCSE certification
• ITIL certification
• Healthcare or revenue cycle experience
  

Physical Demands

• Sitting and typing for an extended period
• Reading from a computer screen for an extended period
• Speaking and listening on a telephone
• Lifting and carrying equipment up to 40 pounds
  

Key Competencies

• Job/Technical Knowledge
• Attention to Detail
• Problem Solving
• Innovation
• Communication