Field Technician - Allied Consultants, Inc.

Allied Consultants, Inc. is an Austin-based firm which has for 32 years been a premier provider of technical and business professionals to clients in Texas. We are currently seeking an experienced Field Techncian to be a key resource on a technical services team.

Allied Consultants offers its family of consultants excellent rates, a local support staff, and an attractive benefits package which includes medical insurance (Allied shares a percentage of the cost), life insurance, a matching 401(k) plan and a cafeteria plan.

Candidates selected for interview will be required to undergo criminal background checks and may be required to complete a drug screen in accordance with Federal and State Law.  Offers of Employment are contingent on a successful background check

Allied Consultants is an equal opportunities employer.

This position will build and maintain the database for 1:1 accountability for client’s Wireless solution using LTE sim cards, Hotspot, phones, and pagers. Work closely with the following carriers: ATT, Spoke, T-Mobile and Verizon.   This position will maintain the lifecycle of this equipment through deployment, upgrading and offboarding including legacy equipment previously issued.  This position will develop a solution to identify Business Units (BUs) for each mobile account issued. This position will take over these responsibilities and make Wireless LTE assets a billable, trackable, auditable, and accountable service. This position will also work with the Desktop team to track out of warranty desktop and laptop equipment on the client's network and schedule it for replacement by the PCaaS team.

Primary Roles and Responsibilities

• Technical Support
  • Provide end-to-end coordination of cellular outages
  • Provide hands on cellular support for users onsite as needed
  • Contact client's employees to schedule replacement of out of warranty equipment
  • Work with PCaaS and Desktop Support teams as needed
  • Gather/verify requestor contact information
  • Log tickets (from phone calls, e-mail, voicemail, walk-ins) with appropriate content, priorities, impact, etc.
  • Triage and troubleshoot customer cellular issues with callbacks; Escalation point as Tier 3 Support
  • Perform call-backs within target-response-times
  • Monitor ServiceNow queue
  • Update/escalate tickets as appropriate
  • Monitor cellular systems for problems/alerts
  • Determine cellular product equipment needs and make recommendation for purchases.
  • Research technology solutions to address cellular product needs.
• Documentation – systems and processes
  • Document, update, test, and publish processes/procedures for duties performed in role
  • Participate in developing and testing knowledge management content (knowledgebase)
  • Assist Desktop and Service Desk resources with knowledge management activities
• Training & Development
  • Attend product training as deemed appropriate
  • Maintain awareness of client's IT quality programs and standards

Minimum (Required):

Preferred (Optional):