Job Description

Job Information:Job Code/ Title: IT Field Support engineerJob Family/Function: IT Field support ServicesOn Pay Role/Contract - PayrollAbout the Role:As a IT Field Support Engineer is a professional who works in the Information Technology industry and provides technical support to employees or clients. This job requires the working knowledge of computer hardware and software, along with the ability to solve problems and troubleshoot technical issues. The IT Field Support Engineer job description encompasses a wide range of tasks, from installing software and hardware to providing technical support via phone, email, or in-person. This professional must possess excellent communication skills, as they will engage with employees and clients of varying technical aptitudes. They should be detail-oriented and have excellent problem-solving skills as they must work quickly and efficiently to get people back to work. In addition to fixing issues, IT Field Support Engineers should be able to prioritize and escalate complex problems to higher-level support teams. A willingness to learn new technologies and a technical degree or certification are often required for this role.What Youll Do:

• Troubleshoot and solve computer hardware and software problems for end-users in the field.
• Install and configure new hardware, software, and operating systems on desktop and laptop computers.
• Set up and maintain computer networks, servers, and telecommunication equipment.
• Provide training and technical assistance to end-users to help them use technology effectively.
• Evaluate and recommend new hardware and software technologies that will improve performance, security, and productivity.
• Monitor and maintain IT systems to ensure they are secure, stable, and operational at all times.
• Document and track issues and solutions in a ticketing system to ensure timely and accurate resolution.
• Collaborate with other members of the IT team to provide seamless IT support and service to end-users across the organization.
• Follow IT policies and procedures, maintain records, and communicate with stakeholders effectively.
• Adhere to industry standards and best practices to maintain high levels of reliability, availability, and performance for all IT systems.
• Maintain IT asset list. Assigning/DE assigning IT hardware to users
• Knowledge of TCP/IP, ISP Networking, Router and Switches. Co ordinate with vendor team to solve network related issues.
• Configure and maintain active IT components like Smart TV, Access control etc.
• Provide support with IT hardware software purchases and maintain records.
• Timely renewal of AMC for IT softwares.

What Youll Need:QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.EDUCATION and EXPERIENCEHS Diploma or GED required. Associate or bachelors degree in computer science or related fields, relevant vocational training preferred. Minimum of 4 years related (e.g. IT Desk support, or Field support Service) roles preferred. Previous experience with customer service preferred.CERTIFICATES and/or LICENSES Yes (Networking TCP/IP )COMMUNICATION SKILLSExcellent written and verbal communication skills. Strong organizational and analytical skills.Ability to provide efficient, timely, reliable and courteous service to users.Ability to effectively present information.Ability to respond effectively to sensitive issues.Comfortable meeting and engaging with new people. Warm and engaging demeanor.Ability to assess circumstances, empathize and offer help.REASONING ABILITYAbility to comprehend, analyze, and interpret complex documents.Ability to solve problems involving several options in situations.Requires advanced analytical and quantitative skills.OTHER SKILLS and/or ABILITIESIntermediate skills with Microsoft Office Suite products such as Word, Excel, PowerPoint, Visio, SharePoint, OneNote, Outlook, etc.Comfortable with and embracing new technologies and digital tools; such as Apps, databases, work order management, social networking, cloud technologies, handheld mobile technologies and applications, and communications.Best candidates will have a genuine interest in in anticipating and serving the needs of others.A warm demeanor and desire to collaborate with others is key.Physical ability to assist with warehouse operations. Able to lift 50 lbs.SCOPE OF RESPONSIBILITYDecisions made with thorough understanding of procedures, company policies, and business practices to achieve general results and deadlines.Responsible for setting work unit and/or project deadlines.Errors in judgment may cause short-term impact to department.SAFETY1. Complete at a satisfactory level all required and assigned HSE training2. Follow all activity policies and procedures, including all HSE related requirements at all times 3. Participate in all HSE related programs & activities as required, including incident investigations, interviews, auditing and assessment, etc.4. Report any condition which you feel could result in an accident or injury and / or stop work if required In addition:1. Be aware of and understand all safe work practices and procedures and potential hazards associated with the work environment2. Maintain and wear at all times required appropriate personal protective equipment (PPE)3. Apply appropriate material handling techniques at all times,4. Only operate warehouse equipment and machinery (e.g. pallet jacks, manlifts, etc.) if properly trained, qualified and authorized to do so As a Supervisor:1. While adhering to all HSE requirements established for ADT employees, supervisors and managers are required to:a. Provide sufficient distraction free time for employees to complete all required HSE training & support the HSE training program implicitlyb. Investigate and resolve (if possible) all reported unsafe conditions / acts and communicate results back to the affected stakeholdersc. Support stop work authority when it is exercised in good faith d. Communicate any / all potential workplace hazards and workplace procedure

Johnson Controls