Field Engineer - Datum Software, Inc

Field Engineer 
Long term contract
Atlanta,GA 

Qualifications:

• Communication Skills: Ability to communicate effectively, both verbally and in writing, at all organizational levels, ensuring clarity and understanding.
• Technical Expertise: Strong knowledge of IT infrastructure, including troubleshooting hardware/software issues, and supporting applications like MS Office, Outlook, and network/server systems.

• Customer Service Skills: Proven ability to build positive relationships and provide exceptional customer support.
• Basic knowledge of network, server, and application management (MS Office, Outlook, etc.).
• Proficiency in troubleshooting hardware/software issues and peripheral device setup.
• A+ Certification (ideal but not required).
• Availability to provide on-site and on-call support 24/7, as needed.
• Previous experience in the airline industry is preferred.
• Ability to work effectively within a team environment.

• Communication: Adept at engaging with employees at all levels, able to convey complex technical information in a clear and understandable manner.
• Integrity and Trust: Known for being honest, transparent, and trustworthy; maintains confidentiality and adheres to ethical standards.
• Teamwork: Highly collaborative, contributing to team success through mentoring, knowledge transfer, and proactive involvement in projects.
• Technical Expertise: Committed to staying updated with the latest technical developments; adept at applying industry practices to meet business needs.
• Dedication: Demonstrates a strong work ethic, ensuring tasks are completed on time with high quality.
• Flexibility: Open-minded and adaptable, thriving in dynamic environments and overcoming obstacles with ease.
• Patience: Thoughtful in approach, ensuring due process is followed while resolving issues with a calm and methodical approach.
• Problem Solving: Skilled at analyzing complex issues, identifying root causes, and implementing effective solutions.
• Task Management: Capable of delivering results on time, utilizing established procedures to manage tasks efficiently and effectively.

• Operational Support: Provide broad IT support across office environments, reservation centers, and airport locations, including handling IMAC (Install, Move, Add, Change) requests.
• Field Support: Perform field visits or dispatches, diagnosing technical problems and implementing solutions in a timely manner.
• Documentation: Prepare detailed service reports, document processes, and collect/analyze performance data to assist in decision-making.
• Hardware & Software Support: Responsible for the installation, maintenance, and troubleshooting of desktop devices, peripherals, network systems, and airline-specific equipment (e.g., Kiosks, Flight Information Displays).
• Relocation & Upgrades: Execute the physical relocation of IT infrastructure and perform upgrades based on Service Requests (e.g., adding or changing workgroup computers or software).
• Asset Management: Ensure proper asset verification in line with company policies and update asset management systems.
• Vendor Coordination: Collaborate with external vendors to ensure service-level agreements are met.
• Preventative Maintenance: Perform regular maintenance and testing of operational devices to ensure optimal functionality.
• Root Cause Analysis: Conduct post-incident analyses to identify recurring issues and implement corrective actions to prevent future disruptions.
• System Changes: Implement platform changes in accordance with enterprise standards and procedures to minimize business impact.
• On-Call Support: Provide on-site and on-call 24/7 support to address urgent technical issues.
• Collaboration: Work with internal and external stakeholders to coordinate technical activities and resolve issues efficiently.
• Technical Troubleshooting: Develop and execute workarounds for system errors, ensuring minimal downtime and optimal system performance.

• Problem Resolution: Resolved critical system issues, achieving minimal disruption to business operations.
• Customer Relationship Management: Built long-term positive relationships with customers through exceptional service.
• Efficiency Improvements: Identified and implemented process improvements to streamline task management and technical support delivery.