Field Support Specialist at Continental Resources
Bedford, MA
About the Job
Outperform your competition; consider becoming part of our growing family!
At ConRes, we believe that a Company is only as successful as its employees and its customers.
With over 50 years of experience nationwide, we are a seasoned technology integrator that provides information technology solutions. Our IT experts offer Enterprise-class solutions ranging from cloud, virtualization, converged infrastructures, backup, and recovery, to storage networking and security.
Responsibilities:
- Provide Technical Assistance for all assigned technologies as required.
- Take direction from designated Project Manager as required and assist as required in Field Support activities.
- Work Daily with all required technical resources.
- Assist in the coordination of onsite resources and function as onsite Team Leader.
- Interact with client as required.
- Physical Installations of IT equipment at customer facilities to include but not be limited to:
- Coordinate problem resolution within Field Support Group & other personnel to expedite repairs, including timely escalation.
- Supervise and oversee a team of other support specialists, integrated project team leads, solution engineers, and solution architects.
- Develop plans, procedures, drawings, and other technical documentation used to install the data center systems.
- Deploying assigned technologies into customer data centers.
- Respond as required to all hardware technical support needs from the assigned account(s).
- Perform data center equipment upgrade work at customer site.
- Un-pack and Rack servers, storage, networking equipment, per a customer’s requirements.
- Ability to audit and inventory data center equipment, and create an inventory list.
- Ability to effectively trace cabling, and create labels for each cable.
- Ability to power equipment on, and check for D.O.A. components.
- Should D.O.A. components be found, be able to troubleshoot.
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- If hardware failure continues, notify customer and/or open a support ticket on the customer’s behalf.
- Ability to review the existing physical configuration of a customer’s data center environment.
- Ability to review the existing Physical Storage configuration (Disk Shelves, Controllers, Cabling), if applicable.
- Ability to inventory equipment shipped to a customer location, against the packing records.
- Ability to update firmware on data center equipment.
- Ability to enter/apply customer supplied IP information to Lights out Management ports.
- Verify IP/Networking connectivity to the management ports.
- Attach power, SAN, and network cables to on premise equipment, per a customer’s requirements.
- Desktop Support & Desktop Deployment.
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- General:
- Provide field support for entire sales organization.
- Ability to 'work-to-completion' upon short notice which may require working overtime.
- Ability to troubleshoot technology issues.
- Communication:
- Daily, Weekly, or Monthly communication as required with appropriate resources within Professional Services.
- Daily, Weekly, or Monthly Briefing as required with you direct manager.
- This is to include but not be limited to:
- Activity Review / Project Issues / General Issues.
- Professional Services Engagement Lessons Learned.
- Suggested Improvements.
- Product Updates.
- Hardware Success Stories.
- Professional Services Success Stories.
- This is to include but not be limited to:
Additional Responsibilities:
- Develop a positive and productive work atmosphere.
- Must serve as Mentor and Guide to all other employees within ConRes Professional Services.
- Must attain / maintain all relevant certifications as assigned by the Director or your manager.
- Must attain / maintain all relevant vendor/partner requirements as assigned by the Director or your manager.
- Work closely with PS resources on a daily basis.
- Support of the National ConRes sales force.
- This encompasses all Branches.
- Assist in the physical installation, de-installation, or movement of any customer equipment.
- Assure proper documentation of technical data generated for the assigned projects and/or tasks are consistent with policies and procedures.
- Assist in SOW creation.
- Work to establish a unified Sales/PS effort and maintain consistency within that effort moving forward.
- Work on multiple projects concurrently and respond positively to sudden changes in priorities.
- Walk customers through problem-solving process in a non-technical manner
Education: High school diploma or equivalent.
Technical Requirements / Training:
- Industry recognizable certifications desired.
- Certification from the following companies for example:
- Cisco, Microsoft, Hitachi, IBM, F5, etc.
- Certification from the following companies for example:
- Demonstrable skills in areas of focus.
- Provide examples and present projects that you have participated in to include but not be limited to the following:
- Cabling.
- Data Center Moves.
- Rack & Stack Installations.
- Physical Server & Networking Equipment Deployments.
- Desktop Support & Deployments.
- Onsite Support Services.
- Must have completed extensive training in areas of focus.
- Complete ongoing technical training.
General Skills:
- Managing simple and complex projects and processes.
- Ability to resolve hostile and complex problems / situations.
- Ability to make difficult or unpopular decisions under pressure.
- Ability to foresee impact and consequences of decisions.
- Ability to Assess Company and customer needs and priorities.
- Ability to provide an objective technical business analysis of customer environment, current state, future state, analyzing policies / processes, etc.
- Must be able to work efficiently, whether it be part of a team, or independently.
- Organized, detail oriented and self-motivated.
- Ability to effectively communicate with team members, customers, and Project managers.
- Ability to successfully prioritize service issues based on multiple competing objectives.
- Should the need arise for a reassignment of priorities, ability to routinely multitask.
- Ability to follow standard engineering principles and practices.
- Maintain high level of professionalism at all times.
- Strong computer skills and the ability to effectively communicate through e-mail.
- Specific Writing Skills Required:
- Technical Documentation.
- Summary documentation.
- Clear Verbal Skills Required.
- Ability to discuss physical implementation requirements with customers and PS resources.
- PC Skills
- Proficiency with Microsoft Word, Excel, PowerPoint, and Excel Required.
Qualifications:
- 15+ Years’ Experience in the IT Industry related to your areas of expertise desired.
- Extensive experience working in Enterprise Data Centers.
- Ability to perform physical equipment moves, installs, and deployments.