What are the responsibilities and job description for the Field Support Technician position at CYNET SYSTEMS?
Job Description:
Pay Range: $55000yr - $60000hr
Responsibilities:
On-Site Support:
Pay Range: $55000yr - $60000hr
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 & Disposal
- Data recovery and backup solutions
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.
- Efficient time management to meet deadlines and optimize work schedules.
- Valid driver's license and reliable transportation.
- Ability to lift and carry heavy equipment.
- Ability to use ladder for troubleshooting access points and cabling.
Salary : $55,000 - $60,000
