What are the responsibilities and job description for the Field Service Technician I position at Pomeroy?
Job Description
Pomeroy is seeking a IT Field Service Technician
This Position Offers
Pomeroy is seeking a IT Field Service Technician
This Position Offers
- A business casual environment. No Jeans. Need steel toed boots/work shoes
- Perform IT troubleshooting and break-fix to maintain IT hardware/software support for customers in warehouse/office settings.
- Responsible for large sites working in front office, sales, warehouse, production, and delivery environments.
- Reimaging laptops and desktops
- Managing Active Directory
- Network monitoring with SolarWinds and network infrastructure support
- Working with security software for troubleshooting and maintenance
- Will be required to work on large device deployment projects and network upgrades.
- Have access to a reliable vehicle, keep accurate records for mileage re-imbursement, keep the vehicle properly maintained which includes cleanliness and regular maintenance intervals and maintain a clean motor vehicle record as well as proof of proper insurance coverage.
- Maintain updated ticketing status using a web-based ticketing system.
- Maintain a very high customer satisfaction level. This may include occasional customer account contacts to communicate and resolve issues as needed.
- Work well with others on the team and be a go-to for troubleshooting and inventory knowledge. Has client contact as required to facilitate issue resolution.
- Reporting related to COT/SLA/RST utilization.
- Assist Local Operations Manager with various account support duties.
- Perform inventory corrections and team assistance.
- High School Diploma or equivalent is required. AS/BS Degree in a related technical field highly desired
- O365 Suite Knowledge i.e. Outlook, Teams, and OKTA MFA
- Win10 Operating Systems, Lenovo laptops, desktops, and network printers
- Knowledge of reimaging laptops and desktops i.e. with PXE
- Familiarity with ticketing system; preferably ServiceNow, working knowledge to be able to manage ticket queue.
- Knowledge of Configuration Management Console for laptop/desktop remote management
- Knowledge of Mobile Device Management software such as AirWatch and Knox portals
- Knowledge of Networking infrastructure support; knowing server rooms, MDs and IDFs, and what they are. Able to identify network devices in a network rack.
- Knowledge of Cisco switches and routers using Putty APP for CLI purposes
- Exceptional customer service skills.
- Must be safety oriented and possess excellent driving habits and a clean driving record.
- Must possess good mechanical aptitude and the ability to troubleshoot equipment to a sub-assembly level.
- Prior low voltage experience with voice/data cabling experience preferred.
- Excellent verbal and written communication skills, documentation skills and a strong sense of urgency in managing and meeting our Service Level Agreements with our clients. The ability to work in adverse repair/installation environments and diffuse stressful situations.
- Must possess the ability to work independently while being a strong team player when needed.
- Must be willing to work flexible schedule (including some evenings, weekend, and holiday hours) and be on-call. Industry Certifications such as A , Net , Server , or similar are highly desired.
- Must be physically able to lift and carry up to 50 pounds, operate from small scissor lifts, and climb a 15' ladder when needed.
- Must be able to sit for extensive periods of time while driving. Must also be able climb a ladder up to 15' high when needed.
