What are the responsibilities and job description for the Field Services Technician - IT position at Jolera Inc.?
Who We Are
Jolera offers MSPs & IT solution providers next-generation managed services, enabling them to create world-class experiences for their clients. Your clients receive award-winning solutions built on over 20 years of experience servicing businesses worldwide.
We’ve helped transform hundreds of MSPs & solution providers worldwide! With our collection of tenured experts, we provide an elevated managed service experience for a variety of clients. At Jolera, we treat each MSP partner with specialized care and uniquely organize our products for your individual business needs.
Who You Are
In this role, you’ll be interacting with our clients and users at various locations in Michigan U.S.A . While supporting the Service Delivery Team, you will provide remote service assistance using various web-based remote support tools when necessary. While servicing the Field Services Team, you will be interacting with city end users located at the client’s office location. At times, travel will be required (up to 15-20%).
While at our clients’ offices, you’ll need to use your broad technical knowledge to identify, troubleshoot, and resolve user issues on a variety of devices – workstations, peripherals, networking equipment, and servers. You will also configure devices, manage inventory, update documentation, and provide superior customer care to “wow” our clients.
What You Will Do
You’ll have hands-on experience working with Windows 7 / 8 / 10 / 11, iOS, Windows Server, Active Directory, DHCP / DNS, VMware, Office 365, and more. You will also have experience with troubleshooting / repairing workstations as well as deploying networking equipment and servers.
Responsibilities
- Workstation setups, installing, configuring hardware and software, and replacing firewalls and storage devices as needed
- Troubleshoot technical / networking issues, diagnosing and resolving faults and errors
- Project work : Site assessments, hardware deployments (servers / firewalls / switches / APs), supporting rollouts of new applications, and reviewing / performing basic cabling requirements (patching / terminating)
- Performs IMAC (Install, Move, Add, and Change)
- Documentation creating for new processes and reviewing current documentation to ensure info on file is accurate and current
- Network printer setup, configuration, installation of hardware and software
- Responsible for the use of the ticketing system to record all problems, incidents, and changes. Ensuring accurate resolution notes and time entries for each ticket.
- Identify and escalate production critical issues to the appropriate groups in a timely manner
- Provide advice and technical guidance to end users and technical resources as the situation warrants.
- Comply with internal controls and policies.
- Verify and diagnose servers, network hardware, and other infrastructure issues with the help of escalation staff
- Perform data backup and recovery at a user level, as required.
Qualifications
What We Offer
