(AFG) Field Service Representative III
Field Service Representative III
Req ID#:
16-750
Working Location:
Afghanistan
Department:
MPS: 10.01.0512 – Field Operations
Description
Tapestry Solutions, A Boeing Company, comes with over 30 years of industry experience designing, implementing, training, and supporting logistics information systems.
We have over 800 employees worldwide supporting our customers with high-quality, innovative, and cost-effective information technology and business intelligence solutions. Tapestry Solutions supports 85 defense, commercial and government customers from over 50 US locations and nine countries, including multiple forward operating bases in Afghanistan.
Title: Field Service Representative III (TC-AIMS)
Req: 16-750
Location: Afghanistan
Position Summary:
Provides contract-specific on-site technical support of client IT systems including support schedules, application and system installation, data migration, end-user training, ongoing maintenance, and system improvements and upgrades. Works independently.
Essential Functions:
Reviews requirement documents. Performs task analysis, media/method analysis, and learning analysis. Assists higher level employees with needs analysis.
Executes elements of support program activities. Monitors performance metrics and initiates corrective action. Contributes to deliverables per contract requirements. Participates in program meetings and activities.
Performs delivery systems installation, integration, configuration and disposition of workstations and/or servers to support the architecture. Validates end-to-end system functionality through unit and integration testing.
Performs system monitoring using approved tools and processes to validate system health and continuous operation, including interfaces with other vendor applications. Assists with the analysis of system resource trends. Trouble shoot problems between vendor applications. Establishes backup and restore procedures to ensure system and data availability. Supports any disaster recovery procedures to ensure business continuity.
Researches, provides technical information and supports the establishment of processes to develop and maintain support products, engineering data and integrated support infrastructure. Coordinates between organizations and develops and implements support products.
Confers with senior personnel, users and outside vendors to identify computer data access requirements. Complies with security policies, processes, procedures, and tools. Promotes security awareness to mitigate security risks. Installs patches as applicable. Manages users system access to meet security requirements. Supports implementation of hardware and software security measures for transmission and storage of information.
Documents resolutions/analyses according to support procedures. Conducts root cause analysis where required to identify causes of problems resolved and develop and deploy mitigation plans.
Responds to customer inquiries and documents issues. Advises users on usage of software and system applications.
Assesses and documents training needs, develops and delivers training as needed to enhance end-user understanding and performance. May partner with other specialists (e.g., designers, developers, engineers, programmers, technical publications/LSA) to determine the content of training material at the system level. Observes and tracks student performance. Recommends improvements as necessary.
Develops and documents processes.
May participates in customer and IT Change Boards to understand business requirements and provide input or analysis to determine changes required; contributes to engineering change proposals and baseline support concept. Implements system changes across workstation and/or server environments by using standardized defined methods and procedures for efficient and prompt handling of all changes to improve day-to-day operations. Collects, maintains and reports IT infrastructure information across distributed systems and multiple support groups. Updates information that describes computing systems and networks including all hardware and software components. May contribute to risk assessments on proposed changes to determine impact on customer business processes and systems downtime and proposes changes as needed.
May support trade studies for support programs for subsystems and/or for a single platform. May evaluate product supportability requirements and make alternative recommendations. May participate in site surveys.
Complies with commercial, government, regulatory, and organizational standards and specifications (e.g., ATA104, export control, ISO, ADL/SCORM, releasability) during development of complete courseware.
May gather data to support proposal development activities.
Performs other duties as assigned.
May be required to deploy on short notice to perform extended TDY (Temporary Duty Yonder) to CONUS/OCONUS (Continental United States/Outside Continental United States) in support of contingency operations.
Typical Education and/or Experience Qualifications:
Bachelor’s and typically 6 or more years’ related work experience, a Master’s degree and typically 4 or more years’ related work experience or an Associate’s Degree plus seven (7) years of recent specialized experience; or a major certification plus (7) years of recent specialized experience; or eleven (11) years of recent specialized experience an equivalent combination of education and experience . Specific required experience is detailed in the job posting. Substantial background in communications and communications connectivity is desired. Must possess a Security Clearance.
Knowledge:
Completely understands and applies job practices, techniques, standards, principles, and concepts.
Problem Solving:
Develops solutions to a variety of complex problems referring to established precedents and policies.
Discretion:
Receives general direction for work that is reviewed upon completion for adequacy in meeting objectives. Participates in determining objectives of assignment; plans, schedules, and arranges own activities to accomplish those objectives.
Impact:
Exerts some influence on the overall objectives and long-range goals of the organization. Erroneous decisions or failure to achieve objectives typically have a serious effect upon the administration of the organization.
Liaison:
Represents organization as a prime contact on contracts or projects. Interacts with senior internal and external personnel on significant matters often requiring coordination between organizations.
Tapestry Solutions is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or other characteristics protected by law.
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