Airport IT Field Support Technician in Queens, New York at Essintial Enterprise Solutions LLC

Position Summary

This is a full-time, onsite position located at an airport. The primary responsibility is to provide field operations support to internal and external customers in accordance with customer contract requirements and established Service Level Agreements (SLAs).

• Ensure the proper operation, maintenance, and functionality of IT equipment and services for internal and external customers.
• Serve as the single point of contact (SPOC) for customers, coordinating onsite service interventions with customers, internal resolver groups, and the Service Desk.
• Deliver exceptional customer service while maintaining a professional and customer-focused approach.
• Utilize appropriate communication channels to facilitate timely incident resolution within established SLA requirements.
• Perform onsite troubleshooting and repairs of faulty equipment and services to the highest quality standards.
• Coordinate with the appropriate resolver groups to ensure incidents are resolved efficiently and effectively.

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Skills and Qualifications

- Experience working directly with external customers while meeting established Service Level Agreements (SLAs).

- Familiarity with hardware installation, troubleshooting, and repair.

- Ability to adapt to changing customer needs, project requirements, and contract expectations.

- Ability to maintain a calm, professional demeanor in all situations.

- Knowledge of safety procedures and anti-static precautions when handling equipment.

- Professional appearance, positive attitude, and strong ethical standards.

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Minimum Education and Experience Requirements

- Minimum of two years of experience performing onsite technical support and repairs for PCs, printers, and LAN/WAN equipment.