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Job Title Hardware Support Technician
Location San Diego
Department IT
FLSA Status Non-Exempt
Reports to US I/T Manager
Shifts hiring Full-time


Falck is a global emergency medical services (EMS) provider originating from Denmark that services 4 states in the US including: California, Washington, Oregon, and Colorado.  Falck has been operating in the US since 2010 and is the second largest private provider of emergency medical services in the country today. Our BLS and ALS services impact not only the lives of our patients, but their families and communities.

Working within EMS in the US, we are looking for a strong, proactive IT professional to join our Global IT team. As a member of the Global IT team, you will be responsible for providing the business with hardware and application support locally, remotely and onsite. You will be the business’s local IT support function and the face of Global IT. You will be responsible for managing your workload and tasks assigned to you from the centrally controlled IT Service Desk, ensuring you prioritize jobs, accordingly. Demand will vary based on business demand and operations. You will be primarily based in San Diego, CA; however, you may also be required to other Falck locations in the US. As such, travel may be required, with some cases at short notice and overnight stay. This role will require a flexible approach and should be considered when applying.

This is an important role to ensure the smooth operations of our Emergency Medical Services business, supporting field staff (EMTs, Paramedics), support staff (Mechanics, Vehicle Service Technicians), and operations management and administration on IT matters.

Reporting to the US IT Manager, you will be required to carry out the following tasks:

Essential Functions

  • Provide IT support on bespoke services and applications
  • Manage workload within Service Now IT Service Desk
  • Understand, follow and promote Global IT processes and governance
  • Induct, educate and train end-users on IT self-service tools.
  • Manage application installations, updates and support on systems outside Global IT support
  • Support company provided IT equipment and vehicle mounted technology (PC’s, Network, Telephony, Peripherals, etc.)
  • Troubleshooting and supporting mobile/tablet devices (iOS and Android) working with application management and Service Desk MDM team
  • Supporting and troubleshooting network issues between Service Desk and ISP
  • Support of local PBX system between Global IT and local Vendor
  • Troubleshooting and supporting mobile devices (iOS and Android) working with application management and Service Desk MDM team
  • Provide ‘hot hands’ support/remote access to network engineers on network equipment
  • Assist in troubleshooting and coordinating between 3rd party support and supplier
  • Imaging of company provided PC’s using SCCM
  • Wiping and cleaning of returned equipment and preparing for re-use
  • Configuration of end user equipment
  • Manage and asset Track all IT equipment
  • Troubleshoot hardware issues and repair on premise or warranty repair to supplier
  • Managing inventory of computers and accessories, maintaining a minimum re-order level
  • Maintain, and support printer support, escalating to 3rd party where necessary
  • Installation and support of meeting room and office equipment
  • Support in physical move of equipment
  • Managing cable infrastructure and patch panels
  • Manage/assist new site setups and office moves
  • Carry out IT audits at all locations
  • Maintain accurate record of company provided IT equipment, applications and account licencing within in CMDB
  • Coordinate patching and other compliance with central functions
  • Assist with Global IT projects

Qualifications

  • Technical knowledge and experience supporting MS Products such as Windows 10, Office 365 packages, OneDrive, SharePoint, Teams
  • Strong knowledge of computer hardware and telephony
  • 1st line support level network experience
  • Good communication skills in English
  • Clean driving license and use of own car
  • Able to travel and work away from home when required
  • Ability to work remotely
  • Knowledge on best practices on information and Security protocols

Desirable Skills

  • Previous experience in hardware support/onsite role
  • CompTIA Network+ qualified or equivalent experience
  • Good hand with documentation and administration of processes and IT objects
  • ITIL foundation qualification or experience of following ITIL practices
  • Experience with using ‘Service Now’ tool
  • Working with SCCM
  • Experience with MDM and managing APK
  • New site setup and server cabinet/patch panel experience

 

 


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