Field Support Technician

Job Description:

Pay Range: $60,000year - $66,000hr

Responsibilities:

On-Site Support:

• Travel to client sites to provide in-person technical assistance.
• Install, configure, and upgrade computer hardware and software.
• Troubleshoot and resolve a wide range of IT issues, including network connectivity, printer problems, and software malfunctions.
• Audio and Video equipment Support including Health Checks.

Asset Management And Disposal:

• Data recovery and backup solutions.

Problem Diagnosis and Resolution:

• Utilize diagnostic tools and techniques to identify the root cause of technical problems.
• Implement effective troubleshooting strategies to resolve issues promptly and efficiently.
• Escalate complex issues to higher-level support teams as needed.
• Image and install software on Windows, and Apple laptops/desktops including IMAC (installations, moves, additions, and changes) and Remote support.
• Coordination with IT Network and Unified Communications team and dispatch vendor technicians to install network equipment, coordinate with Client s third-party suppliers for issues/repair of circuits and RMA.
• Eyes, hands, and feet support for network issues including setup, installation and supporting the configuration as needed, testing circuits, connectivity, and validation of network equipment.
• Coordinate with external vendors for dispatch support.

Asset Management:

• Inventory and Asset Management Depot Operations.
• Ensure proper handling and disposal of IT assets.
• Shipping coordination, Disposal, redeployment, and Asset reclaim including the equipment in Telco rooms.
• Hardware Refresh, Depot Services support, Warranty and Out-of-warranty repair and replacement coordination.

Network Management:

• Streamline network operations by coordinating with ITNUC teams to schedule efficient installations.
• Proactively address circuit issues and facilitate repairs in partnership with clients' third-party suppliers to minimize downtime.
• Implement and maintain meticulous cable management practices to ensure optimal network performance and aesthetics.

Customer Service:

• Interact with clients in a professional and courteous manner.
• Clearly communicate technical information to non-technical users.
• Document all service requests, resolutions, and client interactions.
• Executive (VIP) Support Work on the issue/troubleshooting remotely with diligence.

Ticket Queue Management:

• Act and update the tickets timely with clear information to avoid ticket escalations.
• Daily follow up on the tickets pending for customers or vendors.
• Document the troubleshooting steps followed, reasons for pending or transferring to another queue clearly.
• Resolve tickets within the SLA, with confirmed resolution to avoid any tickets getting reopened.
• Continued focus on keeping the backlog of tickets low and achieving higher productivity.

Qualifications:

• 3-5 years of hands-on experience providing IT support in deskside, remote desktop, or field environments.
• Proficient in troubleshooting and resolving issues on Windows and macOS devices, including laptops and desktops.
• Skilled in efficient Windows OS imaging processes.
• Proficiency in troubleshooting network connectivity issues.
• Knowledge of networking protocols, such as TCP/IP, DNS, DHCP, and routing protocols.

Technical Certifications:

• Prior experience in the Telecom industry as Field Services Technician will be an advantage.

Hardware Expertise:

• Computer Assembly and Repair: Building, upgrading, and repairing desktops, laptops, and servers.
• Peripheral Device Installation: Setting up printers, scanners, external hard drives, and other devices.
• Hardware Troubleshooting: Diagnosing and resolving issues with hardware components like motherboards, CPUs, RAM, and power supplies.
• Mobile Device Repair: Fixing cracked screens, battery replacements, and other hardware issues for smartphones and tablets good to have skill.
• Audio Video Equipment: Basic understanding of AV equipment connections.

Software Proficiency:

• Operating System Installation and Configuration: Installing and configuring Windows, macOS, and various Linux distributions.
• Software Installation and Troubleshooting.
• Driver Installation and Updates: Installing and updating device drivers to ensure optimal performance.
• Data Recovery: Recovering lost data from damaged hard drives, SSDs, and other storage devices.

Networking Knowledge:

• Network Setup and Configuration: Configure network devices, including routers, switches, and Wi-Fi access points.
• Network Troubleshooting: Diagnosing and resolving network connectivity issues, such as slow internet speeds, Wi-Fi problems, and network security threats.
• Cable Management: Organize and label cables to ensure efficient airflow and accessibility.

Customer Service Skills:

• Effective Communication: Clearly explaining technical concepts to non-technical customers. Excellent verbal and written communication skills.
• Problem-Solving: Identifying and resolving customer issues efficiently and accurately.
• Patience and Empathy: Ability to build professional rapport with clients and maintain positive relationships.
• Attention to detail and strong organizational skills.

Time Management:

• Efficient time management to meet deadlines and optimize work schedules.

Additional Requirements:

• Valid driver's license and reliable transportation.
• Ability to lift and carry heavy equipment.
• Ability to use ladder for troubleshooting access points and cabling.
• Willingness to work flexible hours, including occasional evenings, weekends, and holidays.