Field Technician

BCforward is currently seeking a highly motivated Senior Field Technician for an opportunity in Napa Valley, CA!

Position Title: Senior Field Technician

Location: Napa Valley, CA

Please note this is the target date and is subject to change. BCforward will send official notice ahead of a confirmed start date.

Expected Duration: 6 months (potential extension)

Job Type: Fulltime 40hr/week, Hybrid

Please note that actual compensation may vary within this range due to factors such as location, experience, and job responsibilities, and does not encompass additional non-standard compensation (e.g., benefits, paid time off, per diem, etc.).

• Service and Incident Management
• Asset Management
• Degree in IT or a business related discipline
• ITIL certification or relevant ITSM certification.

  Job Description:

• Key Responsibilities/ Accountabilities:
  - Provide field support
  - Strong focus on Customer Service Excellence across support teams
  - Manage team to focus on business priorities and stakeholder agreed outcomes
  - Input into all operational and user related communication across relevant IT requirements with support from Service Delivery Manager
  - Ensuring field support issues and requests are reviewed and actioned in a timely manner
  - Provide and manage our VIP's and ensure VIP support is closely monitored and meets expectations
  - Create and maintain a positive and high energy work environment for the regional support teams
  - Ensure all employees have a development and training plan and are meeting or exceeding KPO's
  - Provide escalation support and procedural guidance to the IT Field Technicians
  - Provide regional oversight of budget and financial items as required
  
  Service and Incident Management
  - Working to build and maintain business, IT and third party relationships
  - Ensure ITIL practices are being applied in line with the IT policies, procedures and priorities
  - Lead the resolution of field IT related issues with sustainable fixes
  - Monitor performance of IT field issues and items and provide feedback to the Service Delivery manager as required
  - Build relationships at all regional sites and provide regular check-ins to provide proactive support
  - Critical Incident Management - support the Service Delivery Manager and field team with relevant framework to provide proper and timely communications, follow up and assist in resolution and testing outcomes
  - Assist with any relevant regional emergency changes or planned changes where the Service Delivery Manager deems relevant
  - Provide input and feedback into regional policies and procedures that outline how incidents are identified, documented, assigned and managed
  - Actively champion continual service and quality improvements within the IT field services technician
  
  Asset Management
  - Audit and report on asset lifecycle for both long and short term assets
  - Participate and review Desktop/Tablet/Phone/Peripheral Infrastructure standards and deployment strategies
  - Procure/maintain/dispose of assets via relevant appropriate channels
  - Participate and review services and standards for supporting the desktop/end users
  - Participate and review core software deployment/management policies and procedures
  - Equipment repair and refresh as needed
  
  Projects/HOTS
  - Project and minor initiative work as needed
  - Working with project teams and IT PMO team on hand over to support documentation
  - Adherence to relevant IT PMO policies and procedures as required
  
  Qualifications and Experience:
  - Degree in IT or a business related discipline
  - ITIL certification or relevant ITSM certification
  - Experience in collaborative techniques, team building, dispute resolution and communication are highly desired
  
  Experience, Competencies & Skills:
  - Demonstrated capacity to understand complex issues and initiatives and should be able to sustain communication on these topics with business and technology savvy individuals
  - Experience in managing a corporate servicedesk or field team
  - Experience working with ITIL framework
  - Experience in building capability and teams
  - Excellent leadership and engagement skills
  - Strong communicator, both technical and business
  - Demonstrate a strong sense of accountability and urgency
  - Demonstrate an ability to work under pressure

BCforward offers all eligible employees a comprehensive benefits package including, but not limited to major medical, HSA, dental, vision, employer-provided group life, voluntary life insurance, short-term disability, long-term disability, and 401k.

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Founded in 1998 on the idea that industry leaders needed a professional service, and workforce management expert, to fuel the development and execution of core business and technology strategies, BCforward is a Black-owned firm providing unique solutions supporting value capture and digital product delivery needs for organizations around the world. Headquartered in Indianapolis, IN with an Offshore Development Center in Hyderabad, India, BCforward's 6,000 consultants support more than 225 clients globally.

BCforward champions the power of human potential to help companies transform, accelerate, and scale. Guided by our core values of People-Centric, Optimism, Excellence, Diversity, and Accountability, our professionals have helped our clients achieve their strategic goals for more than 25 years. Our strong culture and clear values have enabled BCforward to become a market leader and best in class place to work.

BCforward is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against based on disability.

To learn more about how BCforward collects and uses personal information as part of the recruiting process, view our Privacy Notice and CCPA Addendum. As part of the recruitment process, we may ask for you to disclose and provide us with various categories of personal information, including identifiers, professional information, commercial information, education information, and other related information. BCforward will only use this information to complete the recruitment process.

This posting is not an offer of employment. All applicants applying for positions in the United States must be legally authorized to work in the United States. The submission of intentionally false or fraudulent information in response to this posting may render the applicant ineligible for the position. Any subsequent offer of employment will be considered employment at-will regardless of the anticipated assignment duration.

Interested candidates please send resume in Word format Please reference job code 245094 when responding to this ad.