Technical Analyst – Field Services

If you’re a natural leader and motivated by a fast-moving environment, this opportunity is truly once in a lifetime. As a Technical Analyst, customer service excellence will be top of mind. In this agile and collaborative position, you will support and enable various locations within NB, mobilizing associates with technology. This tight-knit team is looking for a self-starter who thrives on change and is comfortable with a wide range of technologies.

Qualifications

• Education Required: Post-secondary education in a related technical field
• 2+ years’ experience in a customer-facing technical position
• Excellent and customer-focused communication skills while building a professional relationship with end users
• Physical ability to complete setups and deployment of computer equipment
• Experience with some of the following technologies would be expected: Windows 10 & 11, Microsoft Office 365, Microsoft Teams Rooms, Intune, Microsoft SCCM, Crestron controls, IP configuration, DNS, WIFI, Satellite
• Basic networking skills both wireless and endpoint switching (Cisco) and client remote access
• A continuous learner: acquiring new skills and software applications is second nature
• A practiced communicator with strong verbal, written, and interpersonal skills

Responsibilities

• Provide end-to-end resolution of customer incidents assigned or escalated from Tier 1
• Execution of defined and specific customer service requests and project tasks
• Implement site reviews of business facilities
• Provide timely service reporting
• Perform field site lifecycle activities for desktop devices, endpoint network switching, and Microsoft server hardware
• Deploy preventative maintenance and install upgrades
• Manage regions field support partnerships
• Participate in on-call rotation with Field Services and Tower Support associates (as such associate will be eligible for overtime compensation)