Field Technical Support

Resolves problems promptly and appropriately by providing deep technical remote support or hands-on at customer sites, escalating issues according to established process and SLAs , also leads customer expectation management as part of the escalation process. Take ownership of the regular and complex problems assigned, demonstrating technical authority, and holding full accountability until resolution. Collaborates extensively with internal and external groups to resolve customer issues, actively contributing to the team's effectiveness. Impacts multiple teams and may act as a team or project leader providing direction to team activities and facilitates information validation and team decision making process. Complexity Responds to moderately complex issues within established guidelines. Disclaimer This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc...