Job Description
Job Purpose The L2 IT Support Technician role is responsible for providing advanced technical support to National Grid field workers. This position ensures that all IT-related issues are resolved efficiently, enabling field personnel to perform their duties without interruption. The role requires a strong understanding of field applications (EX: Salesforce, Lemur, AVLS, OMW, etc) and devices (Ex: Truck mounted Toughbooks, IOS devices, Modems, Drivecams), excellent problem-solving skills, and the ability to communicate effectively with non-technical staff. Key Accountabilities Technical Support: Provide phone-based support for IT issues related to hardware, software, and network connectivity for field workers. Troubleshooting: Diagnose and resolve technical issues, escalating issues to other support teams when necessary. Documentation: Maintain accurate records of support requests and resolutions in the IT service management system (Currently Service Now). Training: Assist in training field workers on new technologies and IT systems to enhance their operational efficiency. Collaboration: Work closely with IT teams and field operations to ensure seamless integration of technology in daily operations. Knowledge, Experience & Technical Know-How Education: Associate's degree in Information Technology or related field; Bachelor's degree preferred. Experience: Minimum of 2 years of experience in IT support, preferably in a utility or field service environment. Technical Skills: Proficiency in troubleshooting Windows, IOS operating systems, and Enterprise software applications. Communication Skills: Strong verbal and written communication skills, with the ability to explain technical concepts to non-technical users. Qualifications Certifications: Relevant IT certifications (e.g., CompTIA A+, Microsoft Certified Professional, Apple Certified Support Professional (ACSP are a plus. Problem-Solving: Demonstrated ability to analyze problems and develop effective solutions. Customer Service: Strong customer service orientation with a focus on user satisfaction. Main Interfaces Field Workers IT Support Teams Operations Management Note: Will be required to install and configure connectivity/modem devices in service trucks, including connecting equipment to vehicle power (12V wiring) to support communication and emergency connectivity needs.