What are the responsibilities and job description for the IT Field Services Specialist position at Carrix, Inc./SSA Marine, Inc.?
As an IT Field Services Specialist, you will plan and deliver a range of IT support services to internal and external end-users, interact with end-users in a variety of settings to provide and process information in response to low and moderately complex problems and participate in the deployment of new or upgraded images, software and hardware for multiple clients in a variety of situations. Exercising problem solving skills, communications, and a customer-driven mindset, you will create temporary solutions until permanent solutions can be implemented, drive to successful first-contact resolution where and when possible by leveraging and applying your knowledge of technology concepts, respond to information requests that may involve low to moderate risk, and work towards meeting OKRs, as appropriate.
The PNW Field Service team installs, maintains and repairs the industrial IT infrastructure at 4 container terminals in the Seattle and Tacoma areas. They monitor the software and systems that operate the terminals and address issues as they arise. In addition to the container terminals, they support offices and sites for trucking, cruise operations and conventional cargo stevedoring. The team maintains a manned presence at several terminals 20 hrs. per day, from 07:00 AM through 03:00 AM 7 days per week, and deploys to other sites as needed when issues arise. Hours from 03:00 to 07:00 AM are monitored by rotating on-call team personnel. Much of the work will be performed outdoors and may involve heights and enclosed areas like crowded network closets.
Team members are expected to be able to fill all shifts and should be able to deploy to sites as needed when on-call. On-site transportation will include use of company vehicles.
- Conduct telecommunications and off-the-shelf software application and configuring standard personal computing or mobile devices.
- Respond to information requests, move / add / change offices, and provide training to end users.
- Perform site assessments for feasibility and gap analyses and provide necessary technical specifications for external engineering firms to complete site preparation and installation.
- Identify enhancements to meet customer requirements and address recurring issues.
- Regularly monitor work tickets for appropriate assignment and priority to ensure service levels are met or exceeded while maintaining client satisfaction.
- Recognize situations requiring a service call escalation and follows proper escalation procedures.
- Manage and maintain company controlled areas at facilities, including datacenters, computer rooms, and communications closets, often requiring hands-on action to address.
- Support IT inventory management and disaster recovery planning and testing.
- Support and monitor hardware / software / middleware (e.g., OCR, RTLS, DGPS) necessary for TOS functionality (automation).
- Consult advice or direction from more senior specialists for highly complex user issues and provide feedback to associate field services specialists.
- Collaborate in the establishment of technical support and service standards, policies and procedures.
- Mentor associate team members and help facilitate learning sessions with internal teams.
- Create and manage against OKRs.
- Other duties as assigned.
- Associate degree or equivalent work experience.
- 2 years' experience in a customer facing position or technology related work experience providing support.
- Experience supporting technology in the transportation or logistics industry a plus.
- Experience solving problems, helping customers, and learning the ins and outs of engineering service, vendor management, computer aided software, customer management, product development and delivery.
- Experience in product service delivery and with technical aspects of standard technologies.
- Familiarity with ITIL Service Delivery methodologies including problem and incident management a plus.
- Understanding of normal business processes and procedures is required, and operational experience in our clients' industries.
Key Knowledge, Skills & Abilities:
- Knowledge of product service delivery and the technical aspects of industry standard technologies.
- Knowledge of ITIL Service Delivery Methodology.
- Deep knowledge of Windows/Linux/Mac OS environment and Microsoft Office product suite.
- Knowledge of installation of different hardware and software.
- Deep knowledge of diagnostic tools to identify issues and evaluate available information.
- Deep knowledge of LAN, wireless networks, and IT infrastructure (e.g., Cat5/6, fiber cabling).
- Deep knowledge of installing, maintaining, and repairing equipment out in the field.
- Proven ability to perform as per standard service procedures and protocols.
- Proven ability to timely escalate critical issues and communicate in cross-functional teams to meet OKRs and organizational objectives.
- Ability to proactively anticipate technical uncertainties, troubleshoot issues, and leverage analytical thinking to identify out of the box solutions to problems.
- Ability to communicate technical information to diverse audiences and train field engineers.
- Ability to comprehend customer requirements and make appropriate recommendations.
- Proven ability to be a team player who is flexible and able to quickly adapt to change.
- A clean driving record.
- Possess or be able to obtain a TWIC from the Department of Homeland Security. A background check is required.
Work Environment:
- Required job duties are normally performed in a climate-controlled office environment, or remotely from home.
- The noise level in the work environment is usually moderate.
- Exposure to computer screens.
We are an Equal Opportunity Employer
