Field Service Technician - II

Service Technician Job Description

Position Title: Service Technician
Reports to” Regional Director of Service

Classification: Hourly

Our Core Focus: Purpose/Cause/Passion: We create IT environments that help our clients sleep better at night

Our Values: Unity, Integrity, Optimism, Security, and Accountability

The Service Technician will work closely with the dispatch coordinator to solve tickets submitted on time per SLA’s tied to agreements and perform work in the field.

RESPONSIBILITIES:

• Perform both local and remote support as needed

· Work with Dispatch daily to help solve ticket assignments

• Clearly articulate and document work performed inside service tickets
• As a member of the support team, provide excellent customer service to clients
• Ensure service desk tickets are being completed in accordance with OneIT’s Proven Process
• Attend meetings when requested
• Ensure proper escalation of L1 & L2 support issues
• Accurate tracking of time (billable and non-billable)
• Document and attach KB articles to ITGlue when relevant
• Complete training and certifications when assigned

Non-Technical Skills

• Strong sense of initiative, demonstrated by accomplishing tasks, improving current work processes, and assisting others when necessary.
• Willingness and ability to learn new related skills and programs as needed.
• High-enthusiasm, can-do attitude, creativity, initiative, and innovation.
• Good written & verbal communication
• Ability to translate technical issues and concepts into business language
• Regular and timely communication of request/incident status

Personal Qualities

• Multi-tasking: Ability to handle multiple tasks at any one time and prioritize effectively.
• Accuracy: Ability to ensure information, facts and figures are accurate and free from mistakes.
• Sense of Urgency: Ability to respond as needed within appropriate timeframe.
• Problem Solving: Analytical thinker with ability to solve problems and seek support/help when needed.
• Organization: Ability to organize effectively.
• Team-Player: Ability to work both within and across teams to ensure work is completed with appropriate input from others.
• Decision Making: Ability to make decisions on work issues that impact the successful completion of tasks.
• Focus: Ability to work calmly & effectively under pressure to tight deadlines.
• Customer Service: focused with demonstrable ‘soft skills’ and empathy with user’s issues.
• Delivery: Delivery focused with a commitment to get the job done.
• Extra Mile: Going above and beyond to exceed customer expectations.

SUCCESS FACTORS:

• Alignment with OneIT Core Values
• A high level of customer centricity
• Strong work ethic with an all-in attitude
• Strong team player with the ability to adapt to diverse team members
• Excellent verbal and written communication skills
• Exceptional Critical Thinking skills
• Detail Oriented- a high level of attention to detail is required
• A high level of time management, accountability, and prioritization skills
• Self-motivated, goal- oriented, and driven to accomplish department goals
• Ability to be organized, problem solve, and be solution oriented

WORK ENVIRONMENT:

· Remote Ohio position with travel to client locations in Crawford, Richland, Marrion, Morrow, Shelby, Northern Delaware and Southern Seneca Counties

· Strong home internet connection, ability to join regular video conferences

· Must have a valid driver’s license, Insurance and reliable transportation

· Must be able to lift 50 lbs.

Job Type: Full-time

Pay: $22.00 - $28.00 per hour

Expected hours: 40 per week

Benefits:

• Paid time off

Schedule:

• 8 hour shift
• Monday to Friday

Ability to Commute:

• Toledo, OH (Lucas County) (Required)

Work Location: Remote

Salary : $22 - $28