Province: New South Wales
Description:
Field Services Technician
Location: NSW-Sydney
Requisition City:
Requisition Number: 2729
of openings: 20
Description
NEC is a leading technology company that delivers a complete portfolio of ICT solutions and services to a wide range of enterprise and government customers across multiple industries. We offer a full range of services including consultancy, business process and project services, applications and solutions development and infrastructure and applications managed services.
An expansion of our service offerings has created an exciting career opportunity for a number of Field Support Technicians to join our team in supporting the EUC environment of our exciting new client.
You will be responsible for the provision of remote and/or onsite technical support and administration to support the EUC platform infrastructure and systems to deliver exceptional customer service outcomes. You will support an EUC technical stack (covering desktop services, mobile devices, systems management, directory services, virtual services, virus protection, messaging services, email services, collaboration services and peripherals) and assist with the transformation of the clients technology base from current to proposed future state.
Key responsibilities will include:
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Provide a high level of technical/engineering support to customers in relation to all relevant EUC systems.
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Install, configure and support computer hardware, software, systems, networks, printers, scanners, peripherals and mobile devices.
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Work closely with and provide assistance to the Service Desk analysts to improve fix on first call rates.
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Develop working relationships with field services and platform support staff to gain increased technical knowledge and capability.
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Build relationships/partnerships with customers, third party suppliers and other relevant stakeholders.
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Assist with the transformation of the clients technology base from current to proposed future state.
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Investigate and resolve reported system and application faults using remote diagnostic tools and standard engineering analytical techniques.
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Support customers onsite and remotely to deliver quality customer service
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Works in a team environment with team rosters that align to business needs
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Actively involved in the daily management of team call queue to ensure tickets are resolved within SLA.
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Proactively develop knowledge articles and resolution technology to improve the resolution process and increase customer self-service.
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Manage competing priorities and challenges to deliver customer focussed outcomes.
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Work with other engineering and technical personnel from NEC and its strategic partners to deliver an integrated support solution to customers.
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Perform project related activities such as IMACs, etc.
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Act as an interface between the client and vendors regarding technical issues.
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Provide guidelines for client training in the use and maintenance of EUC systems and facilities.
Key skills and experience required include:
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5+ years experience working in a large, highly complex enterprise technical environment with strong proven working knowledge of Windows Operating systems, MS Exchange, MS Office, Windows desktop products, Mobile device management, SCCM and associated products.
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Experience of working in a domain environment, including an understanding of Active Directory & Group Policy.
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ITIL Foundation certification.
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Technical IT qualifications (or equivalent industry work experience).
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Tertiary qualification or equivalent in an IT related discipline desirable.
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MCSE/MCITP certifications desirable.
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KCS certifications desirable
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Customer service certifications desirable
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An understanding of networking concepts (TCP/IP, LAN, WAN, Firewalls).
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Experience of working in a demanding and unpredictable service delivery environment.
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Experience in Knowledge Centred Support methodologies and principles
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Familiarity with common IT peripherals (i.e. Printers, Blackberrys, Android devices, iPhones/iPads).
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Previous 2nd Line, Desktop support or Field Service experience.
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A demonstrated capacity to manage priorities and change in a dynamic work environment.
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Highly analytic and detail oriented with the ability to effectively communicate technical language to a variety of audiences.
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Able to demonstrate a methodical approach to problem solving and troubleshooting.
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Ability to quickly learn a broad array of desktop technologies and apply knowledge to real-world problems.
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Ability to effectively implement standards, processes, procedures, reviews, reporting and escalations.
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Excellent communication skills, with proficiency in both spoken and written English.
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Excellent interpersonal skills, with a focus on rapport-building, listening and questioning skills.
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Self-motivated with the ability to work alone or as part of a team.
NEC offers an outstanding working environment and the opportunity to be part of a high performing team. We place great emphasis on our staff satisfaction and have a vigorous professional development program, a fantastic corporate culture and a highly responsive management team.
Please apply now or contact Paul Bean on (08) 9278 5614 or paul.bean@nec.com.au for further information.
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