MNS Field Technician

Description

We are seeking a highly motivated and customer-focused individual to join our team! In this role, you will engage directly with users through face-to-face interactions, delivering exceptional service and ensuring their needs are met with professionalism and enthusiasm. This engineering role involves on-site work at client locations, utilizing technical expertise to resolve issues promptly and address client tickets effectively. 

Responsibilities

• May start from office or home and commute to client sites.
• On days when no on-site tickets are needed, client visits will be executed on a rotation
• Responds to the customers with an analysis of their needs through qualifying questions over the phone and may use remote applications to diagnose the needs.
• Uses and adds to a knowledge center for customer calls in ConnectWise.
• Communicates and works as a team with Tier II and Tier III to solve a customer’s issues.
• Uses logic and knowledge to solve complex and simplex customer problems.
• Routinely uses computer and network knowledge to trouble shoot and find the best solution for the customers workflow needs.
• Consistently reviews and prioritizes tickets and workload.
• Works with Team Leads and dispatchers on scheduled calls and on-site work.
• Documents calls and resolutions to ensure continuity throughout the team.
• Encourages and builds positive relationships and communicates effectively with all co-workers, outside customers and possibly vendors.
• Performs additional duties as assigned.

Requirements

• Bachelor's degree or related experience in Computer Information Systems/MIS or other business-related field
• Previous experience working in the IT field preferred
• Strong problem-solving skills
• Ability to work in a physical office
• Ability to travel to client sites
• Valid driver’s licenses
• Experience with Networking and Servers
• Must possess solid analytical, communication and technology skills
• Ability to multi-task with a strong attention to detail
• Must maintain confidentiality of information
• Excellent organizational and customer service skills
• Must be a self-motivated individual with a willingness to work well with others on a regular basis
• Ability to climb stairs and ladder
• Must be able to work in confined spaces such as but not limited to server closets, under desks, etc.
• Must be able to lift up to 50 lbs.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individual with disabilities to perform the essential functions.

While performing the duties of this job, the employee uses his/her hands to finger, handle or feel objects, controls; reach with hands and arms; stop, kneel, or crouch; talk or hear; The employee uses computer, copier, faxing and telephone equipment. The employee must be able to walk for short periods of time and sit and stand for long periods of time.