Field Support Specialist

Overview

MasTec Communications Group is a leading national infrastructure construction company operating throughout the United States.

MasTec Communications Group performs both wireline and wireless communication services on a national scale. We are experts in cell tower construction, RF engineering, broadband fiber optic cable installation, OSP engineering, wireline construction, and emergency maintenance services.

At MasTec you’ll be joining a family, where we are dedicated to supporting each other and building an atmosphere of teamwork.

As part of our team, your opportunities are limitless.

Responsibilities

Field Support Specailist Duties and Responsibilities :

Essential Duties and Responsibilities :

Incident analysis and resolutionLogs all service desk calls or email requests into the Incident Management System (ServiceNow), assign, update, and resolve incidents as neededAnalyzes and resolves incidents with a goal of 90% first call resolutionSupports at a minimum Microsoft Office, Windows OS, and Remote Access.

Direct Service Desk RequestsCompletes requests for Password Resets, User Provisioning, so a request and implementation, printer mapping and supportLogs all service desk email requests into Incident Management System (ServiceNow)Incident prevention and continuous process improvement (When time permits)Investigate causes, tests solutions, and puts solutions in place to reduce calls to the service deskFixes causes, not just solutions.

Works to eliminate recurring issues and reasons to call.Promotes effective use of technology.Watches for trends that indicate potential incidents and then escalates the issue or concerns before they happen.

Customer serviceMust learn to think of the customer as the most important part of the job.Involves dealing with and / or responding positively to complaints, problems, and sometimes negative and emotional behavior.

Promotes a professional service desk image and sells the value of the service desk.Understanding service desk priorities and objectives and taking an active role accomplishing these objectivesParticipates in othe I&O teamsReviews ITS Morning meeting results and upcoming changes with goals of knowing what is going into production and what could cause problems Tries to identify possible problem areas or communication needs.

Passes feedback from customer to the end user.Communications : keeps peers and End User / Alt End User informed of trends, siginficant problems, unexpected delays and anything new in the environment.

Keeps customers informed of global problems, scheduled downtime or anything that affects the computing environment.Keep customers informed of progess on problems that cannot be resolbed on first call.

Training : Keeps current on all technology used in the environment supported Takes training that continues to develop interpersonal skills

Qualifications

Skills and Experience :

You have a track record of completing work with a high level of qualityYou have a knack for figuring out hard problems and enjoy a hands-on approach to your workAre proficient in Microsoft office suites.

Have excellent oral and written communication skills.Have excellent time management, organizational planning, and problem-solving skills.

You follow instructions, respond to management direction, and keep commitments.Strong leadership and project management skills.

Able to manage, establish, and communicate clear goals and objectives

Work pays off. See what you’ll get for your effort :

Financial Security

• 401(k) with company match
• Employee Stock Purchase Plan (ESPP)
• Life insurance
• Short-term and Long-term disability

Health and Wellness

• Medical, dental and vision insurance
• Dependent care and medical flexible spending accounts
• Employee Assistance Program (EAP)

Work / Life Balance

• Paid time off
• Paid holidays
• Family and medical leave
• Bereavement leave

We meet your commitment with competitive pay and benefits. If this sounds like you, let’s talk. Build your career with MasTec!

MasTec, Inc. is an equal employment opportunity employer. The Company's policy is not to unlawfully discriminate against any applicant or employee on the basis of race, color, sex, sexual orientation, gender identity, religion, national origin, age, disability, genetic information, military status, or any other consideration made unlawful by applicable federal, state, or local laws.

The Company also prohibits harassment of applicants and employees based on any of these protected categories. It is also MasTec's policy to comply with all applicable state, federal and local laws respecting consideration of unemployment status in making hiring decisions.

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