Job Purpose The L2 IT Support Technician is responsible for providing advanced technical support to client field workers. This position ensures that all IT-related issues are resolved efficiently, enabling field personnel to perform their duties without interruption. The role requires a strong understanding of field applications (

EX:

Salesforce, Lemur, AVLS, OMW, etc) and devices (

Ex:

Truck mounted Toughbooks, IOS devices, Modems, Drivecams), excellent problem-solving skills, and the ability to communicate effectively with non-technical staff.

Key Accountabilities Technical Support:

Provide phone-based support for IT issues related to hardware, software, and network connectivity for field workers.

Troubleshooting:

Diagnose and resolve technical issues, escalating issues to other support teams when necessary.

Documentation:

Maintain accurate records of support requests and resolutions in the IT service management system (Currently Service Now).

Training:

Assist in training field workers on new technologies and IT systems to enhance their operational efficiency.

Collaboration:

Work closely with IT teams and field operations to ensure seamless integration of technology in daily operations.

Knowledge, Experience & Technical Know-How Education:

Associate's degree in Information Technology or related field; Bachelor's degree preferred.

Experience:

Minimum of 3 years of experience in IT support, preferably in a utility or field service environment.

Technical Skills:

Proficiency in troubleshooting Windows, IOS operating systems, and Enterprise software applications.

Communication Skills:

Strong verbal and written communication skills, with the ability to explain technical concepts to non-technical users.

Qualifications Certifications:

Relevant IT certifications (e.g., CompTIA A+, Microsoft Certified Professional, Apple Certified Support Professional (ACSP)) are a plus.

Problem-Solving:

Demonstrated ability to analyze problems and develop effective solutions.

Customer Service:

Strong customer service orientation with a focus on user satisfaction. Main Interfaces Field Workers IT Support Teams Operations Management Leadership Qualities & Business Skills Ability to work independently and as part of a team. Strong organizational skills and attention to detail. Commitment to continuous learning and professional development.

Note:

Will be required to install and configure connectivity/modem devices in service trucks, including connecting equipment to vehicle power (12V wiring) to support communication and emergency connectivity needs.