Field Service Representative - Arlington VA

Field Service Representative

Suvi is looking for a Field Service Representative to support our government client and work in Arlington, VA. To join our team of outstanding professionals, apply today!

Responsibilities

Provide training and desk-side support to assist our government client in achieving a high level of proficiency in utilizing analytical resources to fulfill our mission and objectives.

Training Support:

• Coordinate with non-governmental, existing training and communications team to ensure that government employees are familiarized and trained in the operations of modified or new versions of software tools.
• Coordinate all training and operational support activities with Training Field POC.
• Provide law enforcement and support personnel, through training, with the capability to operate customer tools in normal and emergency operations.
• Work with the existing training and communications team to tailor and refine a robust training program to include providing initial, introductory training to new or first-time users in a mixed classroom/desk-side assistance training environment.
• Develop expertise in the software tools.
• Travel to deliver training.

Help Desk Support:

• Provide Tier I and Tier II help desk support; respond to requests for assistance received either directly from the users, received from the Help Desk, or requests referred to the software platform applications.
• Provide desk-side support to troubleshoot, repair and resolve issues.
• Provide technical support for remote customers via telephone, online chat, email or using secure remote access product such as Bomgar.
• Enter and resolve incidents assigned to Tier II in the ticketing system.
• Thoroughly document notes regarding research, troubleshooting efforts and work performed.
• Work closely with other tools support teams to identify issues/problems, trends and rectify recurring issues for the end-user environment.
• Provide thorough, in-depth, user support, format and load user data into customer tools.
• Complete root cause analysis and diagnostics for IT related problems and issues utilizing remedy or procedures such as an After-Action Report.
• Maintain a customer satisfaction rating of satisfactory or higher.
• Manage incidents by troubleshooting and providing answers to technical questions from users and escalating them to other service providers as necessary.
• Ensure compliance with appropriate service level agreements.