Field Tech II

About the role

As a Level II Field Technician, you will act as the primary point of contact for a designated customer within a specified geographic area on technical and service-related issues. You will troubleshoot, install, manage cabling, and collaborate with other Level II or Lead Technicians to resolve problems accurately and efficiently. Proficiency in configuring hardware and completing necessary application setups is essential, along with obtaining customer confirmation that the issue has been resolved. Success in this role depends on meeting Service Level Agreements (SLAs) and documenting outcomes in ServiceNow upon completion.

Responsibilities

• Perform advanced exchange of like-for-like hardware
• Demonstrate a sound understanding of customer support, operations, and processes
• Communicate effectively both written and verbally with customers and in ServiceNow
• Coordinate and prioritize multiple tasks simultaneously in a fast-paced environment while maintaining attention to detail and quality
• Follow up with end users to provide status updates as per service level guidelines (SLAs)
• Maintain inventory levels and manage the ordering process to replenish and maintain vehicle stocking levels

Requirements

• Associate’s (or equivalent) degree in Computer Science or Information Technology from a technical school or equivalent work experience
• Working knowledge of Windows operating systems, networks, and tools
• Working knowledge of typical banking equipment
• Demonstrated capability to achieve results in a fast-paced, client-driven environment

Skills

• Effective written and verbal communication with customers, peers, Team Lead, and Service Delivery Manager
• Ability to coordinate and prioritize multiple tasks simultaneously while maintaining attention to detail, quality, and SLA compliance

Pay

The hourly rate for this position is between $16.50 - $22.00 per hour, unless the local minimum wage is higher. Factors which may affect starting pay within this range may include geography/market, skills, education, experience, and other qualifications of the successful candidate.

Benefits

• Medical, dental, and vision insurance
• Life insurance and AD&D insurance
• Disability plans
• Employee Assistance Program
• Paid holidays (up to 12 days annually)
• Paid time off (minimum of 10 days annually, increasing with seniority)
• Paid parental leave (minimum of 10 days annually)
• 401(k) retirement plan
• FSA/HSA pre-tax benefits

Candidates must be authorized to work in the United States without the need for current or future employer sponsorship.