What are the responsibilities and job description for the IT Field Technician position at FIT Staffing?
Our client, a managed IT, Cloud and Security company, is seeking a Field Technician to join their team. The Field Technician uses exceptional troubleshooting and problem-resolution skills to support end-user service requests, both onsite at the client location and remotely, in all facets of end-user technology; most support occurs during business hours but may also be required after-hours. Field Technicians actively participate in a rotational, 24x7, on-call service.
Essential Duties and Responsibilities:
Qualifications:
Other Requirements:
This is a non-exempt, full-time position that reports directly to the Director of Technical Services. This position works with supervision but must also be able to use significant independent judgment to accomplish company objectives. If you meet the above and are interested in this opportunity, please submit your resume. We look forward to hearing from you!
#IND123
Essential Duties and Responsibilities:
- Prepare and document client equipment and software prior to delivery and/or installation at client site.
- Provide accurate, timely, efficient, and effective end-user support that meets standards for quality through research, response, and resolution of technical issues in these and related, IT- support oriented areas:
o Core business applications and end-user-oriented operating systems, including hot-fixes, patches, and updates.
o Basic LAN/WAN/wireless connectivity, including firewalls, switches, cabling, routers, and Wireless Access Points.
o Remote access implementation and support, including VPN and remote desktop services.
o Windows, MAC, and Chrome devices.
o Mainstream mobile devices.
o Network printing.
o End-user security.
o Cloud and WiFi
o Basic LAN/WAN/wireless connectivity, including firewalls, switches, cabling, routers, and Wireless Access Points.
o Remote access implementation and support, including VPN and remote desktop services.
o Windows, MAC, and Chrome devices.
o Mainstream mobile devices.
o Network printing.
o End-user security.
o Cloud and WiFi
- Respond promptly, professionally, and courteously to assigned service tickets within the associated SLAs through email, phone call, client- portal, chat, or other method.
- Continually communicate with all service-ticket clients; keeping them informed of service-ticket progress and escalations, while notifying them of impending changes and agreed-upon outages, and then following-up after technical services are completed to ensure expectations are met or exceeded.
- Provide detailed documentation on service tickets, configurations, and related items, including all related activities, progress information, and issue resolutions, with accurate recording of hours, materials, and expenses.
- Identify trends/issues and system limitations impacting a client, and, when appropriate, communicate these items to team management with recommendations.
- Escalate unresolved support issues when outside area of expertise, or immediately when a security concern is discovered.
- Interpret client’s needs and take appropriate action to complete assigned service tickets on time, within the budgeted hours specified on the service ticket, and within or beyond the client’s expectations.
- Manage all assigned service tickets while providing concise and complete documentation and ongoing updates on status.
- Provide initiative, competency, and innovation using all available resources, available technology, and reference materials to use worktime efficiently in resolving client’s technical issues and in enhancing the efficiency and performance of client’s systems.
- Effectively handle special assignments outside of daily functions.
- Assist team members, team management, and staff when requested and where needed.
- Train and coach team members, team management, staff, and clients.
Qualifications:
- Technical skills – Know and have a strong, continuing interest in common operating systems, business applications, and general-use applications.
- Technical awareness – Appropriately match resources to technical issues.
- Troubleshooting – Demonstrate troubleshooting and problem-resolution skills with the ability to independently analyze problems and implement solutions.
- Tools – Understand support tools, techniques, and how technology is used to provide technical support services.
- Services – Understand the Company’s key technical services and products for which support is being provided.
- Process – Orient to team and Company procedures and processes with great accuracy and attention to detail.
- Interpersonal skills – Exhibit organizational, active listening, communication, presentation, and client-service skills with the ability to express ideas, make recommendations, and create solutions by communicating in a clear, logical, and concise manner, both verbally and in writing.
- Motivation – Demonstrate self-motivation and the ability to work and adapt within a fast-moving environment.
Other Requirements:
- Two years of technical-support experience and at least one year of client-service experience.
- Must have a dependable vehicle with a valid driver’s license and be willing to travel to client sites as needed.
- High School diploma or GED,
- US citizen or valid green-card.
This is a non-exempt, full-time position that reports directly to the Director of Technical Services. This position works with supervision but must also be able to use significant independent judgment to accomplish company objectives. If you meet the above and are interested in this opportunity, please submit your resume. We look forward to hearing from you!
#IND123
Salary : $42,500 - $53,800
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