Field Support Technician Lead

Scope of Position

Responsible for identifying, remediating and communicating issues and needs pertaining to the Service Delivery environment.

Position Summary

Leads less experienced technicians in the support and maintenance of the desktop, telephony, video and other related peripheral equipment.

Technical duties typically include the installation, monitoring and service of hardware, software and peripherals at the whole unit or individual component level.

These duties may include 911 database updates for end user devices.

Provides technical expertise or guidance for, fault diagnosis, identification, isolation and resolution for the most complex issues and deployments in these areas.

Acts as a team leader for complex projects, assignments and issues associated with the Service Delivery area.

Duties and Responsibilities

The duties of this position are performed with minimal review and supervision. 

Most assignments will be completed independently and are subject to periodic review and approval.

Support, Maintenance and Projects (85%)

Responsible for the timely resolution of the most complex customer issues in a desktop, telephony, and video or related support capacity.

This may include the remote or hands on diagnosis and repair of complex issues and their connectivity in a wired or wireless environment.

Leads less experienced technicians in the support and maintenance of the desktop, telephony, video and other related peripheral equipment.

This may include serving as first level issue escalation point for the customers of the assigned support personnel and for the IT Service Desk.

Responsible for the overall coordination of service from vendor supported equipment when necessary

Develops and implements technical documentation and provides consultation designed to streamline or improve operations and methodologies.

May provide or assist in providing a ticketing dispatching function for technicians within this area along with providing daily support/deployment oversight.

Responsible for performing site analysis.

This includes acting as and representing IT when a detailed analysis of the support needs of a department or site is needed.

Duties may include the careful documentation of desktop and peripheral equipment, telephony and video equipment, and interviews with the customer concerning such things as; customer owned business software, network investigation to determine connectivity needs, account and server information to determine business practices, needs and operations.

Summary documentation of these items and issues would include the customer’s current environment and support structure and their business needs now and in the future.

Consults with technical support personnel, vendor personnel and customers to analyze and determine system design parameters, software and hardware requirements, resource utilization, etc. for troubleshooting and problem resolution purposes.

Assists with administration and the development of team processes. 

This may include developing operational review techniques, design/determine staff operational standards; measuring compliance with standards.

Participates in developing short and longrange plans.

Assists in preparation of management reports as directed.

Maintenance

Maintains accurate and concise asset records during adds/moves/changes.

This includes recording the movement of inventory, and changes pertaining to users, locations, and naming conventions to assure recoverability and maintenance of systems.

Responsible for 911 database updates

Conducts inspection, maintenance, repair, alteration and installation of complex telephone/computer system equipment and appliances according to specific methods, codes and procedures

Performs rounding duties as assigned.

Projects

Responsible for Service Delivery related projects that range from small to medium in scope, risk and impact.

Leads and facilitates projects involved in evaluating and researching new and existing products, procedures and/or workflows needs associated with the Service Delivery environment.

Assists in the development and implementation of policies, standards and procedures.

Acts as a resource for direction, training, and technical guidance for less experienced staff.

Monitors and reviews progress and accuracy of work.

Other (15%)

Reads and responds to workrelated email.

Attends and participates in work related meetings.

Provides status reports and performs timekeeping on a weekly basis

On Call duties (as assigned or if required)

Professional development and Training.

Giving and receiving training is an integral part of each role within BTS.

All staff are expected to average 4 hours per week over the course of a year dedicated to giving or receiving training.

This may include formal or nonformal, large and small group, or individual training.

Other duties as assigned

Organizational Expectations

Practices within the policies and procedures.

Minimum Qualifications

For Hire:

Degree in Computer Science or related field, and or at least 5 years of equivalent experience, or an equivalent combination of education and experience.

Must possess excellent interpersonal communication skills

Working knowledge of and experience with multiple systems hardware and peripheral units or components and their connectivity in a wired or wireless environment.

Working knowledge of or understanding of Microsoft/Apple Operating Systems, Microsoft Office products

Working knowledge of or understanding of telephony, video systems and related equipment and offerings within those fields.

Primary Skills: 

Microsoft office, Apple OS, maintenance, software, hardware,

Education: Bachelors Degree