IT Field Support Technician

Cellular Sales: IT Field Support Technician Classification Non-Exempt Reports to IT Field Support Manager JOB DESCRIPTION Summary/Objective Works under general supervision of the IT Field Support Manager. Provides primary support of hardware and software solutions deployed in various retail locations. Expertise to resolve user problems presented from the National Operations Center or any other internal support teams.

Provide excellent customer service to market through all channels of support. Essential Functions Answers, evaluates, and prioritizes service requests received (but not limited to) companies ticketing system, telephone, email, and in-person. Assist with identifying problems and providing potential resolutions.

Coordinates with end user on behalf of other departments. Analyze the customers needs and follow approved processes and documentation to meet expected service levels. Tracks issues using company approved ticketing system.

Maintains historical records and related problem documentation. Work alongside PMO, Asset Management or any other departments to update and maintain hardware and software standards. Brainstorms with team members and SMEs to resolve more complex problems.

Escalate issues to Staff Technician that require further technical assistance in resolution. Regularly communicates with team and leadership of potential trends, significant problems and individual market requests. Maintains up to date knowledge of company software, hardware and approved documented procedures.