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Field Operations Engineer II- HYBRID role

Company: ICS
Location: Auburn
Posted on: March 20, 2023

Job Description:

The Level II Field Operations Technician primary responsibilities is to resolve tickets onsite as assigned and planned out by the Dispatcher. This is including but not limited to troubleshooting, coordinating and communication with customer points of contact while onsite or remote. At times they will work assigned tickets from the remote ticket queue as directed. A successful Field Operations Technician works closely with their Dispatcher and other members of the team to resolve tier 1 tickets and provide the best customer experience possible while onsite. The ideal candidate is highly focused, comfortable in a fast-paced environment, and has excellent listening and critical thinking skills. Our primary office hours are Monday-Friday from 8:00am-5:00pm. This is a hybrid position and will be split between office, home, and onsite.The successful Level II Field Operations Technician candidate will:

  • Work tickets in order of assignment and plan by the Dispatcher.
  • Effectively prep all hardware according to ICS process & standards to ensure minimal downtime to customer.
  • Use your time as effectively as possible to assess, plan and resolve Tier I and II issues on site.
  • Communicate effectively with all necessary team members to resolve issues in a timely manner.
  • Work closely with your teammates and customers to relay critical information to and from your technicians and customers.
  • Follow all Standard Operating Procedures for your position, function, and ICS.
  • Perform miscellaneous job-related duties as assigned by the Technical Team Lead.
  • Follow development plan as outlined by leadership.
  • Appropriately document/update all information for changes in an infrastructure as you identify new changes.

    Level II Field Operations Technician must have the following skills, abilities, and qualifications:

    • Must have 3-5 years' experience in a similar position.
    • Must understand business systems and networking.
    • Recommended at least 1 Moderate Level certification. (ex. MCSE, CCNA, Azure)
    • Must demonstrate excellent customer service skills.
    • Strong telephone and verbal communication skills are a must.
    • Must thrive in a team environment and demonstrate effective team interaction.
    • Must demonstrate the ability to effectively work independently.
    • Must have strong organizational, priority and time management skills with the ability to multi-task.
    • Must own reliable means of transportation.
    • Must have a valid driver's license.


Keywords: ICS, Worcester , Field Operations Engineer II- HYBRID role, Engineering , Auburn, Massachusetts

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