Job Description
Job Overview:
Date Posted:
2021-09-13-07:00Country:
United States of AmericaLocation:
UTCT1: Corp - CT - Remote Remote Location, Remote City, CT, 06101 USARaytheon Technologies Corporation is an Aerospace and Defense company that provides advanced systems and services for commercial, military and government customers worldwide. It comprises four industry-leading businesses – Collins Aerospace Systems, Pratt & Whitney, Raytheon Intelligence & Space and Raytheon Missiles & Defense. Its 195,000 employees enable the company to operate at the edge of known science as they imagine and deliver solutions that push the boundaries in quantum physics, electric propulsion, directed energy, hypersonics, avionics and cybersecurity. The company, formed in 2020 through the combination of Raytheon Company and the United Technologies Corporation aerospace businesses, is headquartered in Waltham, Massachusetts.
To realize our full potential, Raytheon Technologies is committed to creating a company where all employees are respected, valued and supported in the pursuit of their goals. We know companies that embrace diversity in all its forms not only deliver stronger business results, but also become a force for good, fueling stronger business performance and greater opportunity for employees, partners, investors and communities to succeed.
RTX Field Service Manager will provide day to day management of the local\remote desktop support staff, answer questions, troubleshoot and document steps performed to resolve challenges with hardware, software, and application issues in a ticketing system. The candidate will also need to facilitate customer resolution for calls and engage their staff lead and other managers to ensure operational consistency across all shifts within the IT Support Center(s). The Field Service Manager will manager all relevant Desktop Support Technician staff who provides Break Fix, fault diagnosis and resolution. Ideal candidate should have relevant 7 years’ experience in Windows Desktop support preferred.
Responsibilities
Functional responsibilities include but are not necessarily limited to the following:
Accountable for meeting key performance indicators, preparing and achieving substantial results for multiple sites.
Lead staff in providing on-site break-fix, IMAC, how-to services in a walk-in setting to RTX staff and contractors. Guide clients through service issues remotely via SCCM remote access or by phone when customers are traveling domestically or globally. Provide local campus desk-side servicing for non-portable devices, printers, network, etc.
Support for Windows based Software such as MS Office 365, Windows 10, and other standard RTX software. Also support for a limited number of MAC users.
Manage assets and consumables for the site (laptops, desktops, mobile devices, accessories, printer toner, etc.)
Utilize online tools (AD, ServiceNow, SCCM, SCOM, JAMF, etc.) to proactively monitor client technologies and affect resolution to end-user incidents.
Quickly assess customers’ support needs when they engage and provide resolution.
Maintain flexibility to regularly rotate through different technical specialties & skill sets.
Ability to thrive on change as new technologies are introduced.
Communicate effectively with customers, staff, contractors, vendors and peer groups to minimize outages and increase the effectiveness of technology use.
Manage the Lounge participation as an extension to the RTX Help-Desk during periods of high volume or major outages. As well as providing remote support services from a secondary site or home as may be required (e.g. bad weather events, travel)
Create knowledge articles for the service desk to prevent unnecessary delays in resolving issues at first call.
Participate in providing after-hours on-call servicing on a rotational basis with your team members.
Must be able to manage performance and develop remote advisors through one-on-ones, check-ins, contact evaluations, and feedback.
Education: Typically requires a university degree or equivalent experience and minimum 7 years prior relevant experience or an advanced degree in a related field and minimum 5 years experience.
Location:
Remote or any US RTX location
Required Status:
US Citizen or US Person required as work may involve visibility to ITAR related projects.
Raytheon Technologies is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.
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