JOB TITLE: Field Service Technician

Overview:

The Field Engineer Level 2 is the 2nd tier of on-site support for all IT related incidents and service requests. The role of the field engineer is to provide 2nd line on-site support for all customer accounts with Legend Networking & Telecom. The Field Engineer Level 2 is responsible for resolving support requests escalated by Support Technicians Level 1, Level 2 and Level 3 as well as meeting customer satisfaction and continuous service delivery demands. The field engineers should be capable of working in a dynamic, fast-paced environment, while providing on-site support services and remote services over the phone, via e-mail, Remote Desktop and Screen Sharing software.

Qualifications:

· IT Certification, BA Degree or 2+ years of experience in technology and/or business support.

· Organizational, communication and interpersonal skills.

· Strong personal computer literacy, including working knowledge of PC/Server Hardware and Software.

· Hardworking

· Self Motivated

· Competent written and spoken communication abilities

· Proactive

· Thrives in a team environment

· Attention to details

· Basic math skills

· Ability to remain calm under pressure

· Flexible and an outside of the box thinker

Education:

· High School Diploma or equivalent.

Roles and Responsibilities:

· Utilize and become proficient with ConnectWise (Help Desk Ticket Management System).

· Utilize and become proficient with Remote Desktop and Screen Sharing software.

· Diagnose and resolve PC hardware incidents remotely, including PC Break/Fix and Peripheral Break/Fix.

· Diagnose and resolve PC software incidents remotely, including Operating Systems, Workgroup, Domain, Anti-Virus, Microsoft Office and Office 365, Internet Browsers, Client Practice Management Software, Client Imaging Software and Email Systems.

· Diagnose and resolve network hardware incidents remotely and on-site, including Network Hardware Break/Fix (Router, Switch, Server Hardware Break/Fix (Tower), VPN and Remote Access Break/Fix, Network Peripherals Break/Fix and Backup Break/Fix, Phone System Break/Fix and Security System Break/Fix.

· Diagnose and resolve network software incidents remotely and on-site, including Server Operating Systems, Workgroup, Domain, Anti-Virus, Microsoft Office and Office 365, Internet Browsers, Server Practice Management Software, Server Imaging Software, Remote Printing/Scanning, Backup Systems and Email Systems.

· Diagnose and resolve cabling issues for single incident tickets.

· Perform required On-Boarding tasks for converting customers to Legend Networking managed services solution.

· Assist users with Network connectivity and User access incidents, including User Profiles, User Rights, Local and Server Program Access.

· Take ownership of all Level 2 related issues by carrying out problem analysis and diagnostics to implement a prompt resolution to the customer related incident.

· Escalating incidents to Level 3 Field engineers accurately, while providing detailed information on the incident in the Help Desk Ticket Management System.

· Create and escalate sales opportunities and on-site service requests to Sales and Project Management teams.

· Maintain a 1st Class level of customer service, ensuring that all customers are treated efficiently and in an appropriate manner.

· Maintain excellent verbal communication skills with the ability to communicate effectively with technical and non-technical customers at all levels in the organization.

· Create, maintain and publish relevant support documentation in order to assist all team members in the quick resolution of incidents and service requests.

· Continue on-going training to maintain and improve your skillset and abilities to support and maintain future hardware and software solutions, along with coaching and training other Field engineers Level 1 and Level 2 within the organization.

· Undertaking other duties not specifically stated which from time to time are necessary without altering the nature or level of responsibilities.

Career Development:

· Lead Field Technician

· Quality Assurance Manager

· Project Manager Coordinator

Direct Report:

· Project Manager

Job Types: Full-time, Contract

Pay: $21.00 - $27.00 per hour

Benefits:

• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 10 hour shift
• On call
• Overtime
• Weekend availability

Experience:

• Pulling Cable: 3 years (Required)
• Computer Installation: 2 years (Required)
• Computer networking: 1 year (Required)

Work Location: On the road

Please Note :
clarksqn.com is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, clarksqn.com provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, Site.com is the ideal place to find your next job.