Job Description

Site & Field Support handles a wide range of temporary hands-on support and troubleshooting for end users and technical assignments on behalf of Product or Service Teams as well as the Service Desk. The purpose is to carry out physical on-site configuration or inspection of a Product or Service. Service support can be seen as Product/Service Team's prolonged arm out on a local site and provide technical assistance such as troubleshooting on malfunction software, hardware, perform local installations and adjustments and hand out office equipment.

The Site & Field Support believes in a non-hierarchical culture of collaboration, transparency, safety, and trust. Working with a focus on value creation, growth and serving customers with full ownership and accountability. Delivering exceptional customer and business results.

Your responsibilities but not limited to: 

• Serve as the link between Product/Service Teams or centrally located support (e.g. Service Desk) and the local site where tech products/services are installed and used.
• Installing, configuring and upgrading tech products and equipment
• Troubleshooting, diagnosing and fixing a range of technical and/or user problems related to the site where the products/services are installed
• Create and update documentation about installations
• Report to and communicate with the ordered of the assignment about status.
• Ensure that configuration and asset information is correct 
• Provide feedback to Product/Service Owner about possible improvements.
• Configure and hand out office equipment
• Keep configuration and asset information up to date

Qualifications

Skills & Abilities

• Ability to coordinate with vendors and internal staff 
• Strong analytical skills 
• Having a holistic approach and a will to solve issues by finding and fixing the root cause
• Ability to multitask and handle different situations/and people in parallel 
• Ability to travel to sites within the area 
• Great technical interest and a will and ability to constantly learn about new technology.
• Active Listener and good Communicator
• Passionate to assess and support the needs of customers and colleagues
• Fluency in both Turkish & English 
• Agile WOW
  
   

Functional Knowledge

• Case Notes and error logs
• ITSM (Service Now)
• Hardware & Software Diagnosis & Support
• Troubleshooting and technical writing experience 
• Basic ITIL and tool administration and reporting (preferable Service Now)
• Knowledge about physical data room/center architecture and different components such as network routing and switching, UPS, servers and backup/storage solutions.
• Good knowledge about common office equipment and technology such as printers, PC/laptops, LAN, Wi Fi, screens and telephony.
• Good knowledge about IT infrastructure tech components/services in sites like offices, stores and such as printers, PC/laptops, LAN, Wi Fi, screens, routers, switches and telephony.
• Store Daily incident, store projects, office projects