Airport IT Field Support Technician in San Francisco, California at Essintial Enterprise Solutions LLC

Position Summary

This is a full-time, on-site position based at an airport. The primary responsibility is to provide field operations and technical support to internal and external customers while ensuring services are delivered in accordance with customer contracts and established Service Level Agreements (SLAs).

Essential Duties and Responsibilities

• Provide on-site technical support for internal and external customer IT equipment and services.
• Ensure the proper operation, maintenance, and functionality of IT hardware, software, and related services.
• Serve as the primary point of contact (SPOC) for customers by coordinating on-site service requests with customers, the Service Desk, and internal resolver groups.
• Deliver exceptional customer service while maintaining a professional and customer-focused approach.
• Utilize established communication and escalation procedures to ensure incidents are resolved within agreed-upon Service Level Agreements (SLAs).
• Diagnose and perform local repairs on faulty equipment whenever possible and coordinate resolutions with the appropriate technical support teams when additional assistance is required.
• Maintain accurate documentation of service activities, repairs, and customer interactions in accordance with company procedures.

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Skills and Qualifications

• Experience working directly with external customers while meeting established Service Level Agreements (SLAs).
• Strong knowledge of installing, troubleshooting, maintaining, and repairing computer hardware and peripheral devices.
• Experience supporting PCs, printers, and LAN/WAN network equipment.
• Ability to adapt to changing customer needs, priorities, and contractual requirements.
• Strong customer service, communication, and problem-solving skills.
• Ability to remain calm, professional, and composed in fast-paced or high-pressure environments.
• Knowledge of workplace safety practices, including proper anti-static handling procedures for electronic equipment.
• Professional appearance, positive attitude, and a high standard of ethical conduct.
• Ability to work independently while collaborating effectively with internal teams.

Background Requirements

• Must successfully pass a comprehensive background investigation and fingerprint-based background check. Continued employment in this position is contingent upon successfully meeting all airport and customer security clearance requirements.

Education and Experience

• High school diploma or equivalent required; technical training or certifications are preferred.
• Minimum of two (2) years of experience providing on-site technical support, including the installation, maintenance, troubleshooting, and repair of PCs, printers, and LAN/WAN network equipment.