Field Support Tech Associate
About the role
The Field Support Technician Associate is responsible for integrating, supporting, documenting, and training on TSG systems in operations. This role serves as a liaison between operations, IT, TSG Technical Support, and the Engineering team, combining hands-on experience with current systems-level expertise.
Responsibilities
- Split work between internal engineering teams and external operations to maintain current system knowledge.
- Collaborate with colleagues, developers, testers, and end users to ensure technical compatibility and user satisfaction.
- Plan and work flexibly to meet deadlines.
- Support users with change control and system updates.
- Solve simple to medium scope problems and identify process gaps.
- Document, train, and support the user community on all aspects of system use.
- Participate in training site trainers on the use and maintenance of TSG-supplied systems.
- Communicate and follow up to keep all team members and impacted customers informed in a timely manner.
- Ensure accurate and timely completion of administrative duties.
- Monitor and maintain existing systems.
- Troubleshoot and resolve issues on workstation computers, peripherals, and network components.
- Install upgrades, service packs, and hot fixes.
Requirements
Bachelor's degree in Electrical or Computer Engineering, Computer Science, or related field preferred with 0--2 years of relevant technical experience. In lieu of degree: military experience, high school diploma, or GED with 2--4 years of relevant technical experience. 5+ years of combined experience in support, training, testing, operations, and/or integration. Fundamental to intermediate knowledge of commonly used concepts, practices, and procedures.
Qualifications
- Systems integration and customer support procedures
- Issue and test tracking tools
- User acceptance testing processes