Field Support Specialist

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At ConRes, we believe that a Company is only as successful as its employees and its customers.

With over 50 years of experience nationwide, we are a seasoned technology integrator that provides information technology solutions.  Our IT experts offer Enterprise-class solutions ranging from cloud, virtualization, converged infrastructures, backup, and recovery, to storage networking and security.

Responsibilities:

1. Provide Technical Assistance for all assigned technologies as required.
2. Take direction from designated Project Manager as required and assist as required in Field Support activities.
3. Work Daily with all required technical resources.
4. Assist in the coordination of onsite resources and function as onsite Team Leader.
5. Interact with client as required.
6. Physical Installations of IT equipment at customer facilities to include but not be limited to:
   1. Coordinate problem resolution within Field Support Group & other personnel to expedite repairs, including timely escalation.
   2. Supervise and oversee a team of other support specialists, integrated project team leads, solution engineers, and solution architects.
   3. Develop plans, procedures, drawings, and other technical documentation used to install the data center systems.
   4. Deploying assigned technologies into customer data centers.
   5. Respond as required to all hardware technical support needs from the assigned account(s).
   6. Perform data center equipment upgrade work at customer site.
   7. Un-pack and Rack servers, storage, networking equipment, per a customer’s requirements.
   8. Ability to audit and inventory data center equipment, and create an inventory list.
   9. Ability to effectively trace cabling, and create labels for each cable.
   10. Ability to power equipment on, and check for D.O.A. components.
       1. Should D.O.A. components be found, be able to troubleshoot.

1. 1. 1. If hardware failure continues, notify customer and/or open a support ticket on the customer’s behalf.
   2. Ability to review the existing physical configuration of a customer’s data center environment.
   3. Ability to review the existing Physical Storage configuration (Disk Shelves, Controllers, Cabling), if applicable.
   4. Ability to inventory equipment shipped to a customer location, against the packing records.
   5. Ability to update firmware on data center equipment.
   6. Ability to enter/apply customer supplied IP information to Lights out Management ports.
      1. Verify IP/Networking connectivity to the management ports.
   7. Attach power, SAN, and network cables to on premise equipment, per a customer’s requirements.
   8. Desktop Support & Desktop Deployment.
2. General:
   1. Provide field support for entire sales organization.
   2. Ability to 'work-to-completion' upon short notice which may require working overtime.
   3. Ability to troubleshoot technology issues.

1. Communication:
   1. Daily, Weekly, or Monthly communication as required with appropriate resources within Professional Services.
   2. Daily, Weekly, or Monthly Briefing as required with you direct manager.
      1. This is to include but not be limited to:
         1. Activity Review / Project Issues / General Issues.
         2. Professional Services Engagement Lessons Learned.
         3. Suggested Improvements.
         4. Product Updates.
         5. Hardware Success Stories.
         6. Professional Services Success Stories.

Additional Responsibilities:

1. Develop a positive and productive work atmosphere.
2. Must serve as Mentor and Guide to all other employees within ConRes Professional Services.
3. Must attain / maintain all relevant certifications as assigned by the Director or your manager.
4. Must attain / maintain all relevant vendor/partner requirements as assigned by the Director or your manager.
5. Work closely with PS resources on a daily basis.
6. Support of the National ConRes sales force.

1. This encompasses all Branches.
2. Assist in the physical installation, de-installation, or movement of any customer equipment.
3. Assure proper documentation of technical data generated for the assigned projects and/or tasks are consistent with policies and procedures.
4. Assist in SOW creation.

1. Work to establish a unified Sales/PS effort and maintain consistency within that effort moving forward.
2. Work on multiple projects concurrently and respond positively to sudden changes in priorities.
3. Walk customers through problem-solving process in a non-technical manner