What are the responsibilities and job description for the IT Field Services & Onsite Support Technician position at eTeam?
Title - IT Field Services & Onsite Support Technician
Duration: 12 Month Contract
Location : Basking Ridge, NJ (Onsite Only)
As an IT Field Services & Onsite Support Technician, you will be a key member of our team, providing essential on-site technical support to our clients. You will be the first point of contact for resolving their technology issues, ensuring smooth operations, and maximizing their productivity. You will play a crucial role in maintaining the IT infrastructure and ensuring satisfaction. You will troubleshoot, diagnose, and resolve hardware and software issues, ensuring optimal system performance and user satisfaction. This role requires strong technical skills, excellent problem-solving abilities, and a customer-centric approach.
Key Responsibilities
An ideal candidate to have:
Duration: 12 Month Contract
Location : Basking Ridge, NJ (Onsite Only)
As an IT Field Services & Onsite Support Technician, you will be a key member of our team, providing essential on-site technical support to our clients. You will be the first point of contact for resolving their technology issues, ensuring smooth operations, and maximizing their productivity. You will play a crucial role in maintaining the IT infrastructure and ensuring satisfaction. You will troubleshoot, diagnose, and resolve hardware and software issues, ensuring optimal system performance and user satisfaction. This role requires strong technical skills, excellent problem-solving abilities, and a customer-centric approach.
Key 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
- 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.
- 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.
An ideal candidate to have:
- 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 Telcom industry as Field Services Technician will be an advantage.
- 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.
- 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.
- Up to 30 -40% country wide travel.
