Field Engineer - Calsoft Labs

Responsible for a broad scope of operational support and install, move, add, and change (IMAC) requests supporting the IT infrastructure in office environments, reservation centers, and airport locations. '-Provides service and customer support during field visits or dispatches. -Diagnoses errors or technical problems and determines proper solutions. -Produces timely and detailed service reports. -Documents processes. -Collects and analyzes performance data to provide technical assistance. '-Ties workflow to schedule
-Accurately documents solutions related to complex issues
" Responsible for implementation and support of desktop devices, applications, peripherals, telephone systems, network devices, airline specific equipment ( Kiosk, Flight Information Display Systems, Ramp Information Display Systems) and multiple server platforms.
" Perform, as specified in the Service Request, the physical relocation of any IT infrastructure devices (PC workstations, peripheral devices, phones, network routers, airport devices, etc.).
" Perform upgrade services (adding to or changing a workgroup computer, workgroup peripheral, or software) as specified in the Service Request.
" Verify the asset in accordance with Delta policy prior to the move.
" Update asset management systems.
" Troubleshoot and resolve all hardware and software problems supported by Field Operations.
" Communicate with the Field Planning and Project Management organization. Duties may include research, providing input into work orders, and occasional assistance with site surveys.
" Perform preventative maintenance on operational devices.
" Coordinate external vendor services.
" Install, customize, maintain, test, and troubleshoot operating systems and other systems software
" Provide on-site, and on-call 7x24x365 support, as needed.
" Provide technical support, as needed, to the enterprise.
" Configure, install, maintain, test, and troubleshoot hardware systems
" Perform root cause analysis to quickly recover from service interruptions, and to prevent recurring problems.
" Implement changes to platforms with minimal impact to the business by following enterprise standards and procedures.
" Coordinate activities with internal/external technology owners/service providers

-Creates workaround procedures when standard procedures have failed and ensures issues are resolved
-Troubleshoots and develops technical solutions related to software and setup errors for field engineers, technicians, and customers
-Builds positive relationships with customers
-Ability to use a ladder

Quals--
Communication Skills " Technical Expertise " Customer service skills
Basic Entry Requirements:
" Basic Network/server and application knowledge (MS Office, Outlook, etc.).
" Troubleshooting skills (hardware/software) and NT workstation and peripheral knowledge. The ideal candidate will have the above plus A+ Certification.
" Ability to provide on-site, and on-call 7x24x365 support, as needed.
" Previous airline experience is ideal.
" Ability to work within a team environment.
Major Skills and Competencies:
" Communication Skills - The ability to communicate verbally and in writing with all levels of employees and management, capable of successful formal and informal communication, speaks and writes clearly and understandably at the right level.
" Integrity and Trust - Involves being widely trusted, being seen as a direct, truthful individual, can present the unvarnished truth in an appropriate and helpful manner, keeps confidences, admits mistakes, and doesn t misrepresent him/herself for personal gain.
" Teamwork - Involves working well in a collaborative setting, supporting work team by volunteering for and completing assignments, acting as a positive team member by contributing to discussions, developing and maintaining both formal and informal relationships enterprise-wide, defines success in terms of the entire team through mentoring and knowledge transfer.
" Technical Expertise - Involves demonstrating a commitment to increasing knowledge and skills in current technical/functional area, keeping up to date on technical developments, staying informed as to industry practices, knowing how to apply relevant technical processes to appropriate business needs.
" Dedication - Involves demonstrating a desire to dedicate time and energy to accomplish goals, tasks, assignments, etc. Will do what it takes to get things done.
" Flexibility - Is open to change, enjoys the challenge of unfamiliar tasks, anticipates and adjusts to problems and roadblocks, is not thrown off when things change, can flex to future consequences and trends appropriately.
" Patience - Involves listening and checking before acting. Is tolerant with people and processes, tries to understand the people and the data before making judgments and acting, sensitive to due process and proper approaches.
" Problem Solving - Uses rigorous logic and methods to solve difficult problems with effective solutions, probes all fruitful sources for answers, can see hidden problems, is excellent at honest analysis, looks beyond the obvious and doesn t stop at the first answer.
" Task Management - Delivers quality work on time, translates planning into action by following applicable established procedures or methodologies, proactively monitors and controls task status by collecting and analyzing task data to anticipate and address barriers, appropriately communicates and resolves or escalates any problems that arise.

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