Senior Field Level Support Technician

Senior Field Level Support Technician is responsible for analyzing systems and resolving user level issues that cannot be resolve by the tier 1 support technician.  The majority of time will be spent travelling to our multiple locations to gain a deeper insight into the issues at hand.  The senior tech will also handle technical ticket escalations and focus on understanding systems in order to provide clear and professional solutions to the user.

Essential Duties/Responsibilities:

• Use advanced knowledge of technology systems to assist troubled users and document resolutions within the enterprise ticketing platform.
• Analyze systems to and perform root cause analysis of issues encountered.
  Provide professional, personalized, and friendly service (seamless, clear, and pleasant written and oral communication).
• Develop and publish documentation as needed for technical systems provided by technology department.
• Collaborate with project coordination to ensure that the field work for projects are completed without disruption to the flow of regular support requests (prioritize and adapt effectively).
• Engage in continuing education, specifically as it relates to Microsoft Cloud and Security technologies.
• Oversee and support a mix of technologies including a variety of hardware and software solutions such as: Wireless, Firewalls, Server OS, Thin Clients, Security Camera, and Conference System setups.
• Make recommendations to management for areas where the use of technology can be improved.
• Other duties as assigned.