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The Field Support Representative is responsible for supporting internal customers and end-user technology across the bank’s geographical footprint. This is the first person dispatched to provide support and field remediation when a phone call isn’t sufficient. The FSR is the face of IT for many internal customers, and therefore displays a high degree of compassion, competency, and professionalism. The FSR also provides installation services and provides proactive support. When not dispatched, this position is responsible for answering and triaging help desk inquiries received via phone, e-mail and walk-in. The ideal candidate will have an aptitude for technology, be detail oriented, and possess excellent interpersonal skills. They will be adaptable, level-headed, and able to thrive in a fast-paced environment.

Accountabilities:

  • Maintaining professional appearance and maintenance (cleaning, scheduling service, and safety) of the IT Work Vehicle.
  • Maintaining an inventory of, and organizing, required equipment and tools.
  • Prioritizing and scheduling field work to minimize customer impact and maximize efficiency.
  • Responsible for keeping IT storage areas organized and presentable, including eWaste, evaluating equipment stock levels, and useful lifetime of surplus stock.
  • Interact with vendors for on-site support issues.
  • Exhibits a level of ownership and knowledge of the ATM fleet.
  • Assembles and dismantles IT equipment for training sessions.

Customer Service:

  • Responds to requests for first-level technical support (both remotely and on-site).
  • Provides support to internal customers.
  • Escalates to troubleshoot issues beyond first-level resolution.
  • Assists customers in submitting tickets, ensuring accuracy and clarity of the underlying request or issue.
  • Able to identify and organize tickets and workload according to priority.
  • Assists and trains users on desktop applications and hardware.
  • Provides outstanding customer experience in a friendly and professional manner.

Desktop Support:

  • Ability to read technology instructions and procedures and comprehend direction therein in order to remedy minor Hardware/software malfunctions
  • Assist technicians with the installation of PC hardware and software and provides assistance to users with varying technical abilities
  • Images and configures new workstations for break/fix and hardware lifecycle.

Documentation:

  • Assists in maintaining inventory of IT assets installed and removed within the Bank
  • Maintains accurate written records of work performed using the Bank’s ticketing system

Documents installation and troubleshooting procedures.

Compliance and Control:

  • Assists in ensuring that the Bank is in compliance with local, state and federal regulations
  • Assists in ensuring that the Bank uses best practices for information systems

General:

  • Willing to spend a substantial portion of their time driving between bank locations across New England.
  • Interacts harmoniously and effectively with others, focusing upon the attainment of bank goals and objectives through a commitment to teamwork
  • Conforms to acceptable punctuality/attendance standards as expressed in the Employee Handbook
  • Performs additional duties as requested

Competencies:

  • Adaptability/Flexibility – Adapts to change, is open to new ideas, takes on new challenges, handles pressure, adjusts plans to meet changing needs
  • Integrity/Ethics – Deals with others in a straightforward, honest manner, is accountable for actions, maintains confidentiality, supports company values, conveys news good or bad
  • Interpersonal Skills – Ability to provide customers with outstanding customer care and service at all times. Projects a friendly, helpful, and personably demeanor.
  • Vision/Values – Supports company mission/values through daily actions and decisions, communicates the Bank’s vision, mission and values to others

Knowledge/Skills/Experience Requirements:

  • High school diploma or equivalent 
  • 1 – 2 years IT related experience
  • Proficiency with Microsoft products such as Windows 7/8/10, and Microsoft Office.
  • Working knowledge of personal computers
  • Professional telephone skills
  • Excellent customer service skills
  • Ability to work well in stressful, customer facing situations.

Physical Demands/Conditions Requirements:

  • General office environment
  • Moderate lifting (to 35 lbs.) required. Moderate reaching, walking, sitting and standing required

Equipment Used:

  • General office equipment

External and internal applications, as well as position incumbents who become disabled, must be able to perform the essential functions either unaided or with the assistance of a reasonable accommodation to be determined by management on an individual basis.

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Confirmed 17 hours ago. Posted 2 days ago.

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