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IT Field Operations Engineer II

Company: ICS
Location: Raynham
Posted on: November 17, 2022

Job Description:

About ICS
ICS is a leading provider of outsourced IT services, cybersecurity, communications, and distributed workforce solutions throughout the United States. As a customer-focused company, ICS integrates the industry's best technologies and practices for each customer's specific needs. We also serve as an extension of our customers' IT departments, enabling them to innovate and grow their business while helping protect them from the risk of cybersecurity threats. Headquartered in Endicott, NY, ICS employs over 200 people throughout its six office locations. As the company continues to expand its footprint, we are constantly looking for talented individuals to support our growth.

We're passionate about creating a great place to work for our employees. ICS is committed to the development and advancement of all employees. We are a highly collaborative organization, and there are many opportunities to learn from your colleagues and advance your career. Work life balance is important to us. ICS is committed to working with each employee individually to find a schedule that allows them to fulfill their responsibilities both inside and outside of work.

The Level II Field Operations Technician primary responsibilities is to resolve tickets onsite as assigned and planned out by the Dispatcher. This is including but not limited to troubleshooting, coordinating and communication with customer points of contact while onsite or remote. At times they will work assigned tickets from the remote ticket queue as directed. A successful Field Operations Technician works closely with their Dispatcher and other members of the team to resolve tier 1 tickets and provide the best customer experience possible while onsite. The ideal candidate is highly focused, comfortable in a fast-paced environment, and has excellent listening and critical thinking skills. Our primary office hours are Monday-Friday from 8:00am-5:00pm with a one-hour lunch break each day.

The successful Level II Field Operations Technician candidate will:

  • Work tickets in order of assignment and plan by the Dispatcher.
  • Effectively prep all hardware according to ICS process & standards to ensure minimal downtime to customer.
  • Use your time as effectively as possible to assess, plan and resolve Tier I and II issues on site.
  • Communicate effectively with all necessary team members to resolve issues in a timely manner.
  • Work closely with your teammates and customers to relay critical information to and from your technicians and customers.
  • Follow all Standard Operating Procedures for your position, function, and ICS.
  • Perform miscellaneous job-related duties as assigned by the Technical Team Lead.
  • Follow development plan as outlined by leadership.
  • Appropriately document/update all information for changes in an infrastructure as you identify new changes.

    Level II Field Operations Technician must have the following skills, abilities, and qualifications:

    • -Must have 3-5 years' experience in a similar position.
    • Must understand business systems and networking.
    • Recommended at least 1 Moderate Level certification. (ex. MCSE, CCNA, Azure)
    • Must demonstrate excellent customer service skills.
    • Strong telephone and verbal communication skills are a must.
    • Must thrive in a team environment and demonstrate effective team interaction.
    • Must demonstrate the ability to effectively work independently.
    • Must have strong organizational, priority and time management skills with the ability to multi-task.
    • Must own reliable means of transportation.
    • Must have a valid driver's license.


Keywords: ICS, Brockton , IT Field Operations Engineer II, Other , Raynham, Massachusetts

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