Field Services Coordinator 8/9/2016

nfrastructure Utica, NY

Company
nfrastructure
Job Classification
Full Time
Company Ref #
28656229
AJE Ref #
575828604
Location
Utica, NY
Job Type
Regular

JOB DESCRIPTION

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_LET'S WORK TOGETHER_

FIELD SERVICES COORDINATOR

THIS POSITION IS BASED IN UTICA , NY

LIFE AT NFRASTRUCTURE

At nfrastructure, we understand that our success results from our diverse workforce. At nfrastructure, you will find challenging projects and smart people with the potential to wow our customers. nfrastructure team members relish the freedom and support they receive to help our customers solve their most challenging problems and create the next generation of integrated technology solutions in an environment designed to foster collaboration, creativity, excitement and success. We are a high-growth, consistently profitable organization with world-class talent and some of the world's most admired brands as customers. nfrastructure is currently on the CRN Fast Growth 150 List, Inc's Build 100 List of Sustained-Growth Companies and 500|5000 list, and is recognized as both a Times Union Top Workplace and a Best Company to Work for in New York State.

THE AREA: END USER SERVICES

End User Services at nfrastructure is where and how this company got its start in the technology infrastructure space nearly 20 years ago performing Configurations, Installs, Moves, Adds and Changes for fortune 500 companies like Key Bank, IBM and NY State. This group is made up of a highly motivated team who is out in the field every day with customers, and has a high impact on nfrastructure's customer satisfaction.

THE ROLE: FIELD SERVICES COORDINATOR

As a Level 2 Service Desk Field Services Coordinator, you will coordinate field technicians, parts, and logistics for an equipment maintenance project. The role may also include some remote troubleshooting of a customer device, and as well remote access for service validation. These activities will be performed against contracted requirements, such as repair time measurements. This role will also include some routine project reporting around these activities.

RESPONSIBILITIES:

* Provide direction to and monitor field resources to achieve customer Service Level Requirements (SLRs) - Field Services Coordinator is responsible to Delivery Manager for using provided resources to meet SLRs
* Update customer and nfrastructure Service Desk tool suite
* Prep technician and customer for deskside visit - as an example, ensure user data is backed up
* Provide service validation (through remote tools) at the end of the incident and before incident closeout - i.e. customer can access Active Directory, applications, and files
* Collect and validate appropriate deliverables upon incident completion for delivery to Service Desk/project office/customer
* Be available for all escalations and questions as a dedicated technical support resource
* Excellent customer service and communication skills

EDUCATION:

* Associate's degree in related field or equivalent experience

EXPERIENCE:

_Mandatory:_

* 2+ years' experience
* Familiarity with common applications like Windows and Microsoft Office
* Excellent customer service and communication skills

_Desired:_

* Bachelor's Degree or higher
* Experience with Service Desk tool suites
* Experience with ServiceNow
* Experience with remote troubleshooting, using remote access tools, such as SCCM

ABOUT NFRASTRUCTURE:

nfrastructure partners with the world's most admired brands to design, build, and operate infrastructure and applications for the Internet of Everything (IoE). An insight, execution, and results culture delivers on-time, every-time. nfrastructure offers: world-class engineering talent, on-site technical service in every major North American market, tightly integrated high-availability, low cost remote support and an innovative, proprietary "nterprise" software suite to manage IoE projects. 20+ years of experience, unparalleled technical expertise, and overwhelmingly satisfied customers, partners and employees have made nfrastructure the best integrator with the proven ability to cultivate sustainable business model innovation across the IoE spectrum.

nfrastructure is proud to be an equal opportunity employer; women and minorities are encouraged to apply for positions.