Technical Field Support Specialist
8 hours ago
About the Role:
The Technical Field Support Specialist is a key member of our technical team, responsible for providing expert customer support in resolving technical issues, including troubleshooting and repairs, installations, and training as required.
Main Responsibilities:
- Develop and maintain a thorough working knowledge of products and systems to provide effective technical support.
- Maintain a comprehensive understanding of entitlements and out-of-scope services pertaining to service contracts and coverage levels.
- Maintain a thorough understanding of practices and techniques to prevent electrostatic discharge damage to components when working on them.
- Perform equipment pre-staging, installations/commissioning, remedial repair activities on customer sites, preventative maintenance, and installation of approved software updates.
- Recognise situations requiring a service call or fault escalation and follow proper escalation procedures.
- Provide prompt and satisfactory closure of service calls within specified SLAs.
- Conduct effective debriefs and reporting of service calls as requested by management.
- Complete administrative paperwork accurately and timely.
- Perform assignments as required by Helpdesk or management.
- Adhere to health and safety policies and procedures at all times, ensure prompt and accurate reporting of workplace incidents and injuries, and manage hazards according to the hazard management process.
Requirements:
- Strong technical skills with ability to troubleshoot and resolve complex technical issues.
- Excellent communication and interpersonal skills with ability to work effectively with customers and internal stakeholders.
- Ability to work independently with minimal supervision and prioritise tasks effectively.
- Basic computer skills with proficiency in Microsoft Office applications.
Benefits:
- Competitive salary package.
- Ongoing training and development opportunities.
- Opportunities for career growth and advancement.
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