Lead Field Services Coordinator 8/9/2016

nfrastructure Utica, NY

Company
nfrastructure
Job Classification
Full Time
Company Ref #
28656153
AJE Ref #
575828533
Location
Utica, NY
Job Type
Regular

JOB DESCRIPTION

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_LET'S WORK TOGETHER_

LEAD 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: ITSM

The IT Service Management (ITSM) team at nfrastructure is made up of a highly motivated team whose attention to detail, follow-through, and constant client support creates an energetic and productive atmosphere. Working directly with clients, the team is committed to resolving all client and internal issues as they arise and escalating problems as necessary. The ITSM team works together to support the IT infrastructures at client locations and remotely while simultaneously maintaining and troubleshooting our internalnetwork.

THE ROLE: LEAD FIELD SERVICES COORDINATOR

As the Lead Field Services Coordinator, you will schedule, coordinate and train technicians. The role will also be hands on and will include some remote troubleshooting of a customer devices, and 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:

* Train all field resources on current projects which may include being a part of the pilot program and requiretravel
* Provide direction to and monitor field resources to achieve customer Service Level Requirements (SLRs)
* Schedule all logistics involving field resources
* Provide status reports to ITSM Manager on a regular basis and ensure all issues are brought forward
* Document all procedures and ensure at least a yearly review of the procedures with a concentration on continuous improvements.
* 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:_

* 7+ years' experience
* Familiarity with common applications like Windows and Microsoft Office
* Excellent customer service and communication skills
* Experience with developing and documenting processes and procedures particularly in a SLA driven environment
* Excellent verbal and written communication skills
* Experience with desktop hardware and software

_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.