IT Field Technician

Why Work with Us?

• Competitive salary and commission structure
• Health, dental, and vision insurance
• Retirement savings plan
• Company-paid Life/AD&D Performance-based service metrics
• Paid holidays
• 16 days PTO first year, expanded plan afterwards
• Incentive Plan for Employee and Client Referrals
• Complimentary gym membership within walking distance of our office
• Ongoing training and professional development opportunities
• Collaborative and dynamic work environment with best-in-class team members
• Opportunity for career advancement within an established company founded in 1995 that continues to grow
• Unparalleled company culture – go ahead and follow us on LinkedIn to see how we walk our talk and provide our associates a truly unique environment to Grow, Lead, Serve, and Do!

The Field Support Specialist provides onsite technical support to clients in an efficient, effective, and accurate manner. This role will supplement support desk operations by working as a member of the local team to provide support delivery to clients.

Essential Duties and Responsibilities

• Onsite installation, maintenance, and repair of designated client and/or company equipment
• Technical resource for onsite, pre-scheduled CSAs (client support appointments)
• Act as onsite point of contact for clients
• Maintain communication with clients to ensure proper follow-up on issues through to resolution
• Provide desk and queue support when not on onsite field assignments
• Participate in on-call/afterhours support rotation which can include weekends
• Participate in strategy and consulting meetings on technical matters – internal and external – for company and client interests
• Administrative tasks such as ensure proper recording, documentation, and closure of work tickets, including time entries
• Maintain and update internal technical documentation of both company and clients
• Preserve and grow knowledge of support procedures, products, and service
• Recommend procedure modifications or improvements
• Utilize excellent customer service skills and exceed customer expectations
• Maintain company provided tools and test equipment and ensure proper calibration and working order
• Follow company processes and adhere to company standards
• Maintain and meet applicable regulatory requirements
• Work as a member of the local team to provide support delivery to clients
• Perform other duties as assigned

Additional Duties and Responsibilities

• Participate in on-call/after-hours support rotation which can include weekends
• Participate in strategy and consulting meetings on technical matters – internal and external – for company and client interest

Must-Have Background and Skills

• Degree in related field, or equivalent experience
• 5-7 years related experience
• 1-5 years experience working in an MSP/CSP environment (preferred)
• Certifications in A+, Security+, Network+
• Advanced broad range technical troubleshooting and issue resolution skills and experience
• Hardware: pc hardware, macs, printers, scanners, computer peripherals, mobile devices, servers
• Software: Windows PC OS and Server OS, Citrix, VMWare, MS Office products, Mac OS
• Knowledge of, and experience with, terminal server environments, networking, LAN, WAN, UTMs
• Ability to communicate technical information, both verbal and written to a wide range of users
• Customer service orientation
• Demonstrated success with multi-tasking and the ability to adapt to ever-changing environment while maintain a clear focus on all priorities
• Experience working in a fast paced, friendly, and team oriented environment
• Excellent oral and written communication skills
• Strong organization skills and acute attention to detail
• Enjoys working with people to solve problems and learn new things
• Must have a reliable personal vehicle
• Must be willing to travel up to 10%

Working Conditions

The workplace for the Field Support Specialist position is the office and at client sites. While performing the duties of this job, the employee can be exposed to outside weather conditions, especially when traveling to and from client sites. All types of driving conditions can be expected. On rare occasions, the employee will also work in high, and at times, confined and precarious places. The noise level in the work environment can range from low (standard office environment), to moderate to loud (warehouse or datacenter environment) depending on the client site or assignment.

Physical Requirements

• Prolonged periods sitting at a desk and working on a computer
• Must be able to lift, carry, push, and pull up to 75 lbs. on occasion
• Driving- up to, but not limited to, 100 miles per day