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IT Field Operations Technician II

Company: ICS
Location: Auburn
Posted on: January 16, 2022

Job Description:

ICS is a leading provider of outsourced IT services, cybersecurity, communications, and remote workforce solutions throughout the Northeastern U.S. As a customer-focused company, ICS integrates the industry's best technologies and practices for each customer's specific needs. We also serve as an extension of our customers' IT departments, enabling them to innovate and grow their business while helping protect them from the risk of cybersecurity threats. Employing a team of high-level engineers, we have built a loyal customer base across the region. Headquartered in Binghamton, New York, ICS employs over 130 people throughout its four office locations. As the company continues to expand its footprint, we are constantly looking for talented individuals to support our growth.Why ICS? We're passionate about creating a great place to work for our employees. We strive to provide great opportunities to learn and grow as a team. We are proud of the work we do and the clients we support. ICS understands that everyone comes from different backgrounds with different skillsets and is committed to the development and advancement of all employees. We are a highly collaborative organization, and there will be many opportunities to learn from your colleagues and advance your career. ICS offers certification programs to help grow your skills.Work life balance is important to us. ICS is committed to working with each employee individually to find a schedule that allows them to fulfill their responsibilities both inside and outside of work. ICS offers flexible work hours, as well as opportunities to work from home when necessary. The IT Field Operations Technician II 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 with a one-hour lunch break each day..

The successful IT Field Operations Technician II 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.Desired Skills & ExperienceIT Field Operations Technician II candidate must have the following: 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.PI160879087

Keywords: ICS, Worcester , IT Field Operations Technician II, Professions , Auburn, Massachusetts

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