Field Support Engineer

KTek Resourcing is seeking a Field Support Engineer to join their IT Field Operations Group. The role involves providing end user application and hardware support in a manufacturing environment, including troubleshooting network and telecom issues, and managing local technology asset inventory.

Responsibilities:

• Providing end user application and hardware support, including PC workstations, printers/drivers, advanced network and telecom troubleshooting, server support and level II resolution of incident tickets while operating in a 24x7 manufacturing environment
• Providing advanced desk-side support, interfacing with a diverse user community in a variety of office, laboratory, and production equipment locations
• Installation, maintenance, troubleshooting, support, and control of critical technology infrastructure
• Establishing, communicating, and implementing customer IT policies and standards to your team and local business partners
• Working closely with the IT enterprise organizations, including the Service Desk, to ensure proper communication, escalation, and resolution of disruptions in the technology service delivery
• Managing resource allocations and task assignments for local projects
• Updating of the support procedures as a document owner
• Planning and participating in the mentoring of technicians to facilitate their development
• Generating innovative recommendations and initiating technology change requests
• Contributing in a project environment; both locally focused and enterprise-wide and may direct others during short projects
• Serving as the primary site contact with other technology organizations and vendors and supporting the local business leadership team and users as the IT site representative
• Providing hands-on support for Microsoft Windows and Apple operating systems, smart phones, and wired/wireless network solutions
• Performing analytical, technical, and administrative work to aid in the ongoing support of technology assets in the enterprise, including installing, maintaining, troubleshooting, supporting, and controlling critical business and IT infrastructure and applications
• Engaging with IT peers and teams from other sites to ensure adherence to standard processes
• Working in an ITIL-compliant, service management environment, maintaining both personal and team SLA compliance
• Troubleshooting complex hardware and software problems and creating innovative solutions
• Installing common, standard, and complex software and hardware peripherals
• Solid understanding of networking and the ability to utilize existing tools to test and troubleshoot network issues
• Performing wi-fi site surveys utilizing existing tools
• Assisting with end-user questions, problems, and training
• Configuring complex, third-party, networked, and site-specific applications
• Configuring and troubleshooting Windows and iOS computing endpoints (PCs Tablets, VMUs, kiosks)
• Configuring and troubleshooting Android, iOS, Windows, and Chromium OS mobile devices
• Working with technology assets including single-user and networked desktop and laptop clients; desktop and network printers, tablets, and vehicle-mounted devices, wired, wireless and telecom networks
• Correct implementation of the company’s processes and support and maintain IT servers; network switches, cabling; process control clients; and other technology assets and solutions in the computer rooms as needed
• Participating in an on-call duty roster with a weekly rotation of 24x7 coverage as required by business unit operations
• Demonstrated ability to use problem management tool to research and document problem resolution
• Serving as the primary IT site contact with local business leadership and other technology organizations as well as vendors
• Managing local technology asset inventory
• Providing guidance to local sites regarding IT asset acquisition and technology change requests using the tools provided
• Providing routine support for audio-visual collaboration and video conference systems
• Providing direct technical support and documentation to users at all levels of the organization (including VIP users)

Requirements:

• Bachelor's degree preferred but a technical school degree plus experience and technical certifications is acceptable with a minimum of 5 years' experience working in a production IT manufacturing environment
• Project management experience, training, or certification
• Experience in managing a production-critical IT environment
• Minimum 5 years proven PC/Windows experience
• Minimum 2 years network and telecom support experience including moves adds and changes: cabling, general device, and connectivity troubleshooting; punch-downs; cross-connects
• Excellent problem solving, dispute resolution and interpersonal skills
• Strong understanding of IT service management framework and a respect for the ITIL Management Framework
• Must have advanced experience configuring and troubleshooting personal computers, including all aspects of hardware and software support in a Windows operating system environment
• Knowledge of Microsoft Office365, including Teams, Word, Excel, Outlook, and PowerPoint
• Knowledge of Microsoft Support Tools, SCCM, WSUS and Active Directory concepts
• Excellent skills in written/oral communications, including group facilitation, presentation, and communicating across entire spectrum of an organization
• Ability to proactively engage and communicate with all IT functional areas while ensuring alignment with local applications, Process Control Network (PCN) and business systems
• The position requires frequent lifting of equipment. Must be able to lift 50 pounds
• Must be willing to travel (locally and domestically) and have a valid driver's license
• Network related discipline or certifications are a plus