Essential Functions and Primary DutiesField Service & On-Site Support
- Travel on-site to customer office locations for equipment setup, troubleshooting, and new customer onboarding (estimated 40-60% travel).
- Troubleshoot or repair customers' onsite hardware such as network equipment, desktop workstations, monitors, telephony devices, and cabling.
- Periodically work with project team to perform IMAC (Install, Move, Add, Change) tasks e.g., rack and stack, access point deployment, or cable runs.
Help Desk & Ticket Management
- Engage customers via phone, email, and self-service portals; create and dispatch trouble tickets in a timely and professional manner.
- Troubleshoot and address first-level support tickets, following up on previously dispatched tickets to ensure first-call resolutions are met.
- Monitor and manage the ticket queue, assuming ownership of assigned tickets and following up through resolution in accordance with SLAs.
- Consistently adhere to defined department policies and procedures for processing, escalating, notifying, and closing tickets.
- Gather sufficient information from customers for proper handoff to other technicians where needed; fully document all information gathered in the ticketing software system.
- Perform ticket updates including entering relevant dates, times, resolution codes, hardware usage, and other pertinent details.
Client Service & Communication
- Deliver excellent customer service, fostering trust and confidence in technical expertise.
- Provide timely technical support to clients with minimal disruption to their daily operations.
- Provide client training on newly implemented systems and technologies.
- Maintain strong and consistent communication with internal staff and customers.
- Schedule ETA commitments in alignment with client preferences, ensuring safe and timely arrival.
Availability & General
- Provide off-hours support for emergency calls as a member of an on-call rotation.
- Assist with process improvements and service delivery on a continuing basis.
- Perform additional tasks and projects as assigned by management.
- Attain relevant certifications (e.g., Microsoft, CCNA, etc) as required.
Preferred Qualifications- Previous MSP (Managed Service Provider) experience.
- Experience with Microsoft 365, Windows Workstation, and Active Directory.
- Previous help desk experience.
- Strong problem-solving abilities with keen attention to detail.
- Excellent time management and organizational skills to manage multiple tasks efficiently.
- Effective communication skills for both technical and non-technical audiences.
- Ability to work independently and collaboratively as part of a team.
- Maintain reliable high-speed internet access for remote work-related tasks.
- Reside within or geographically close to the assigned territory.
- Associate's degree from an accredited college or technical school, OR two or more years of IT and/or field service experience.
- College degree or equivalent acceptable in lieu of field experience.
- Proficient use of applicable technology and ability to follow technical instructions and guidelines.
- Ability to document daily activities and system functions.
- Responsible for maintaining relevant certifications as needed, including but not limited to Microsoft, Citrix, VMware, and Cisco certifications.
- Valid driver's license in state of residence with access to a reliable vehicle capable of transporting equipment.
- Must meet minimum age of 21 to meet company vehicle insurance requirements.
- Ability to lift and/or move up to 100+ lbs of equipment.
- Physically able to engage in extended periods of walking, sitting, standing, bending, squatting, crawling, climbing, and reaching.
- Ability to travel as required by the business and maintain on-call availability.
Minimum Qualifications- High School Diploma or GED equivalent required
- Proficient use of applicable technology
- Ability to follow technical instructions and guidelines
- Able to work in a team environment
- Demonstrated ability to communicate verbally and in writing throughout all levels of an organization, both internally and externally
- Ability to travel as required by business and on-call availability
- Able to lift up to 50 lbs
#LI - CF2 #LI - Remote
ABOUT US
CBIZ Inc. is a leading professional services advisor to middle market businesses and organizations nationwide. With unmatched industry knowledge and expertise in accounting, tax, advisory, benefits, insurance, and technology, CBIZ delivers forward-thinking insights and actionable solutions to help clients anticipate what's next and discover new ways to accelerate growth. CBIZ has more than 10,000 team members across more than 160 locations in 22 major markets coast to coast.
CBIZ strives to be our team members' employer of choice by creating an environment where team members are appreciated, recognized for their contributions, and provided with opportunities to grow, both personally and professionally, throughout their careers.
Together, CBIZ and CBIZ CPAs are ranked as one of the top providers of accounting services in the United States. CBIZ CPAs is an independent CPA firm that provides audit, review and attest services, while CBIZ provides business consulting, tax and financial services. In certain jurisdictions, CBIZ CPAs operates under its previous name, Mayer Hoffman McCann P.C.
