Broadview Federal Credit Union
Location
Albany, NY | United States
Job description
If you are ready to join a company that truly cares about its employees, our members, and our community then you have come to the right place!
Summary of Role:
The Field Service Engineering role performs operational onsite field support and maintenance tasks to ensure optimal technology performance including request fulfillment, break/fix of equipment, and deployments.
The Field Service Engineer supports and maintains the interoperability of technology equipment with expertise in at least five areas performing hands on work relevant to the following tasks: escorting vendors, asset reboots, site audits & inventory, asset tagging, unpacking systems, preparing documentation, handling media, performing visual equipment checks and scheduled walk throughs, installing and connecting preconfigured equipment, moving equipment, managing cable plants, deploying assets, decommissioning equipment, working under the direction of engineers as the onsite resource, reporting any malfunctioning equipment, setting up/breaking down conference rooms, testing conference room technology, filing work order dispositions, opening service tickets, racking equipment, imaging and deploying devices, performing quality tests to ensure equipment works.
The role interfaces with internal and external technical resources and contributes to Broadview’s technology roadmap.
Essential Job Functions/Responsibilities:
Perform basic troubleshooting, installation, maintenance, and repair on designated equipment.
Execute tasks in the field as a representative of the Technology Team.
Conduct operational changes to technology as defined in work orders and includes configuration/implementation tasks and performing basic diagnostics, level two analysis to ensure high performing environment.
Participate in project deployments as defined by the project plans.
Perform proactive performance assessments for technology equipment to evaluate reliability.
Execute technical proficiencies in troubleshooting, diagnosing, and performing repairs to Service Level Agreements and deploying assets to locations, employees, and vendors.
Troubleshoot and/or configure endpoints, peripherals, and banking equipment.
Work with managed service vendors and has competencies escalating technology issues.
Support level one and two equipment problem escalations.
Complete Preventative Maintenance and field modifications.
Manage technology asset inventory and documentation.
Setup and support conference room functionality.
Order and manage repair parts.
Maintain customer service logs and internal service records in a timely manner.
Maintain daily communications with internal customers to ensure resolution and proper follow-up.
Maintain tools and testing equipment ensuring they are properly calibrated.
Utilize the escalation process to resolve customer service delivery issues.
Work as a member of the local team to provide efficient service delivery to all customers.
Travel to remote sites to perform endpoint and peripheral migrations or event management.
Participate in Disaster Recovery.
Support and maintain the following industry standard assets/services- endpoints and peripherals, remote network equipment, banking equipment and other hardware as defined.
Act as the onsite resource within the team for Level two deployments and work order resolution and includes interfacing with Infrastructure Engineering Delivery and vendors for problem resolution.
Create and maintain timely documentation of support work, within the guidelines of organization policies, standards, and procedures and Service Delivery processes.
Execute assigned project tasks and fulfill requests.
Support Asset Lifecyle Mgt including inventory
Operationalize assets/services.
On call support.
Other duties as assigned.
Minimum Job Qualifications:
2 yrs minimum - performing onsite customer support and troubleshooting.
Desired - 3+ years working in end user support.
High School degree and certifications in information systems, or related field, or an equivalent combination of education and experience.
Skills
Project teamwork
Ability to think and work independently with minimal supervision.
Ability to work under pressure.
Hands-on technical work.
Interfacing with Managed Service Providers
Change Control Practices
Excellent communication skills
Working within a service desk environment
Customer service skills.
Microsoft 365 knowledge and experience.
Starting Compensation: $67,075 - $83,844, plus a competitive benefits package
Bilingual individuals who are fluent in a second language in addition to English are highly encouraged to apply.
We are an equal opportunity employer. We do not discriminate on the basis of race, creed, color, national origin, religion, sex, age, veteran status, disability, genetic information, gender identity, or any other protected class.
Broadview FCU is committed to ensuring individuals with disabilities and/or those who have special needs participate in the workforce and are afforded equal opportunity to apply and compete for jobs. If you would like to contact us regarding the accessibility of our Website or need assistance completing the application process, please contact us at
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