Overview
On Site
Hybrid
Depends on Experience
Full Time
Skills
End-user Computing
User Experience
Customer Service
Communication
Field Service
Break/Fix
IT Service Management
Issue Tracking
Research
Information Systems
Software Support
Computer Hardware
Active Directory
System Administration
Scripting Language
Windows PowerShell
Mobile Devices
Software Distribution
Microsoft SCCM
Microsoft Windows
Computer Networking
Analytical Skill
Conflict Resolution
Problem Solving
Training
Attention To Detail
Servers
Technical Support
End-user Training
Mentorship
Knowledge Base
Management
Leadership
Information Technology
Collaboration
Teamwork
Effective Communication
Military
Job Details
If you have what it takes to become part of the Vistra family and would like to start a promising career with a global leader, take a look at the exciting employment opportunities that are currently available and apply online.
Job Summary
As a key team member of the User Experience team, the Field Services Support Engineer will assist clients by providing outstanding customer service for all End User Services, solve IT challenges, one problem at a time, as well as collaborate with all departments to ensure timely communication and resolution. The Field Services Support Engineer will be located in our Irving offices and will frequently need to drive to our remote locations to service site specific requirements.
Job Description
Key Accountabilities
Primary daily responsibilities include: managing technical support incidents, and provide functional support and assistance to a local and remote user base, following specific processes and guidelines to ensure that tasks are completed consistently and efficiently.
Receive and respond to user inquiries, requests, and escalations via telephone, email, instant message, and case tracking system professionally with speed, accuracy and proficiency
Drive to remote location to support the site by installing servers, networking equipment, and fulfill site specific technology needs
Participate in a weekly Genius Bar / Depot Support team that provides local and remote breakfix solutions to the Enterprise
Document activities and resolutions in ITSM solution
Monitor ticketing system and email for notification and internal assistance requests
Troubleshoot and resolve problems to satisfy requests
Complete any necessary research and on the job training to resolve incidents in a timely and efficient manner
Education, Experience, & Skill Requirements
Experienced gained through degree programs and/or certifications in Information Systems, or equivalent experience
1 - 3 years of hardware or software support experience in a large enterprise, desired
Knowledge of PC/MAC hardware, software, networking, Active Directory system administration tasks, and mobile devices
Basic to Intermediate knowledge or a scripting language, like Powershell.
Knowledge of Microsoft Windows 10, Office 2016, mobile devices, imaging tools, software distribution tools (SCCM)
Intermediate knowledge of Microsoft Windows 10 to Server 2012 R2
Experience working with IP networking and networking protocols
Experience supporting end user workstations
Strong Analytical, troubleshooting and problem solving skills
Key Metrics
Participate in regular quarterly training courses
Follow up on open tickets to ensure proper response and satisfactory resolution, keep detail oriented documents regarding problems and solutions, and keep the customer updated of the status and resolution times
Support maintenance of servers, and other devices when requested
Log all incoming requests in the incident tracking system and document all actions, to include all follow up conversations, troubleshooting steps, and resolution
Improve knowledge of, and ability to operate, all technical support tools and technologies
Provide end user training in small group sessions as well as perform new employee mentoring
Participate and/or Lead in supporting IT requirements for events such as large conference/departmental meetings or company town halls
Contribute technical solutions to the IT Knowledge Base
Participate in projects and initiatives as directed by leadership
Job Family
Information Technology
Company
Vistra Corporate Services Company
Locations
Irving, Texas
Texas
We are a company of people committed to: Exceeding Customer Expectations, Great People, Teamwork, Competitive Spirit and Effective Communication. If this describes you, then apply today!
If you currently work for Vistra or its subsidiaries, please apply via the internal career site.
It is the policy of the Company to comply with all employment laws and to afford equal employment opportunity to individuals in all aspects of employment, including in selection for job opportunities, without regard to race, color, religion, sex, sexual orientation, gender identity, pregnancy, national origin, age, disability, genetic information, military service, protected veteran status, or any other consideration protected by federal, state or local laws.
If you are an individual with a disability and need assistance submitting an application or would like to request an accommodation, please email us at to make a request.
Job Summary
As a key team member of the User Experience team, the Field Services Support Engineer will assist clients by providing outstanding customer service for all End User Services, solve IT challenges, one problem at a time, as well as collaborate with all departments to ensure timely communication and resolution. The Field Services Support Engineer will be located in our Irving offices and will frequently need to drive to our remote locations to service site specific requirements.
Job Description
Key Accountabilities
Primary daily responsibilities include: managing technical support incidents, and provide functional support and assistance to a local and remote user base, following specific processes and guidelines to ensure that tasks are completed consistently and efficiently.
Receive and respond to user inquiries, requests, and escalations via telephone, email, instant message, and case tracking system professionally with speed, accuracy and proficiency
Drive to remote location to support the site by installing servers, networking equipment, and fulfill site specific technology needs
Participate in a weekly Genius Bar / Depot Support team that provides local and remote breakfix solutions to the Enterprise
Document activities and resolutions in ITSM solution
Monitor ticketing system and email for notification and internal assistance requests
Troubleshoot and resolve problems to satisfy requests
Complete any necessary research and on the job training to resolve incidents in a timely and efficient manner
Education, Experience, & Skill Requirements
Experienced gained through degree programs and/or certifications in Information Systems, or equivalent experience
1 - 3 years of hardware or software support experience in a large enterprise, desired
Knowledge of PC/MAC hardware, software, networking, Active Directory system administration tasks, and mobile devices
Basic to Intermediate knowledge or a scripting language, like Powershell.
Knowledge of Microsoft Windows 10, Office 2016, mobile devices, imaging tools, software distribution tools (SCCM)
Intermediate knowledge of Microsoft Windows 10 to Server 2012 R2
Experience working with IP networking and networking protocols
Experience supporting end user workstations
Strong Analytical, troubleshooting and problem solving skills
Key Metrics
Participate in regular quarterly training courses
Follow up on open tickets to ensure proper response and satisfactory resolution, keep detail oriented documents regarding problems and solutions, and keep the customer updated of the status and resolution times
Support maintenance of servers, and other devices when requested
Log all incoming requests in the incident tracking system and document all actions, to include all follow up conversations, troubleshooting steps, and resolution
Improve knowledge of, and ability to operate, all technical support tools and technologies
Provide end user training in small group sessions as well as perform new employee mentoring
Participate and/or Lead in supporting IT requirements for events such as large conference/departmental meetings or company town halls
Contribute technical solutions to the IT Knowledge Base
Participate in projects and initiatives as directed by leadership
Job Family
Information Technology
Company
Vistra Corporate Services Company
Locations
Irving, Texas
Texas
We are a company of people committed to: Exceeding Customer Expectations, Great People, Teamwork, Competitive Spirit and Effective Communication. If this describes you, then apply today!
If you currently work for Vistra or its subsidiaries, please apply via the internal career site.
It is the policy of the Company to comply with all employment laws and to afford equal employment opportunity to individuals in all aspects of employment, including in selection for job opportunities, without regard to race, color, religion, sex, sexual orientation, gender identity, pregnancy, national origin, age, disability, genetic information, military service, protected veteran status, or any other consideration protected by federal, state or local laws.
If you are an individual with a disability and need assistance submitting an application or would like to request an accommodation, please email us at to make a request.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.