Field Service Technician

The Field Service Technician is responsible for maintaining, repairing, and replacing electronic devices including, but not limited to: Workstations, Laptops, Tablets, Digital Displays, Printers, Mobile Devices, Voice Picking Devices, Servers, and Phones.

TruWest Holdings is a private holding company that scales companies in the enterprise technology space by providing strategic leadership, operational expertise and financial resources. Privately owned by the Kennedy Family, it operates subsidiaries located in the United States, Canada, UK and Europe.

TruWest Holdings’ portfolio includes TRG, a global managed service provider; Inversion6, tailored cybersecurity solutions; River Capital Finance, equipment leasing/financing; River SaaS Capital, debt and equity investments for B2B SaaS businesses; and Sibling Revelry Brewing, a craft brewery and taproom.

Headquartered in Westlake, OH, our environment, culture, and benefits are second to none. We make sure everyone lives and breathes our core values. From senior leadership to interns, everyone is evaluated on the same criteria.

Workstation/Laptop/Tablet/Digital Displays:

• Replace, install and collect equipment per incident and catalog requests.
• Perform hardware repairs on vendor supported devices and provide shipping to support vendors as needed.
• Troubleshoot device to determine what repair is needed and then take the appropriate resolution steps.
• Complete physical move/add/change requests, including patch cable installs at the device and IDF.
• Preventative maintenance tasks per the schedule.
• Re-imaging of devices.
• Investigate devices that have fallen off the network.

Printer MAC

• Configure and install new printers.
• Relocate printers from one area to another, work with the appropriate teams to ensure the printer is setup correctly.
• For adds or moves ensure the network connections in the IDF are complete and the printers are setup with the appropriate network settings.

Mobility Devices

• Unit troubleshooting, replace battery to bring the unit back functioning. Open incident tickets on bad batteries and ship to depot for replacement.
• Complete move/add/change for device relocation or replacement.
• Perform re-imaging of devices to repair non-functioning units or configure depot returned devices.
• Complete any remediation for older devices to new devices.
• If a device is red tagged with no description, replace the battery and warm/cold boot to see if that fixes the device, go through provided basic troubleshooting steps to determine the issue.

Voice Picking Devices

• Unit troubleshooting, replace battery to bring the unit back functioning.
• If a device is red tagged with no description, replace the battery and cold boot to see if that fixes the device, go through provided basic troubleshooting steps to determine the issue.
• Complete move/add/changes for device relocation or replacement.
• Re-image of new or non-functioning devices.
• Complete any remediation for older devices to new devices.

Network MAC

• Receive new equipment, unpack, inspect for damage. Ship equipment to other sites if needed elsewhere.
• Install the new or replacement network device in the appropriate rack per detailed instructions.
• Install patch cables from device to device per cut sheets.
• Install the power cord per standards and best practices.
• Follow DRAC configuration document and configure with the provided network IP addresses etc.
• Follow basic cabling termination standards and terminate network cabling in patch panels and device end jacks. Including using cable testing equipment for verification.
• Perform wireless coverage by verifying signal strength and document any coverage signal issues.

Server MAC

• Install the new or replacement server in the appropriate rack per detailed instructions.
• Install patch cables from device to device per cut sheets.
• Install the power cord per standards and best practices.
• Follow DRAC configuration document and configure with the provided network IP addresses etc.

Phone MAC

• Add/move phone extensions into the phone system.
• Change the name on a phone extension.
• Reset the voicemail password to allow the user to change their password.
• Replace broken phones, return phones for replacement or salvage broken phones.
• Basic phone troubleshooting, phone issues, (keypads, dial tone and verifying extensions).
• After making changes, save translations to ensure the system is backed up.

Service Catalog Request

• Create ServiceNow tasks for work being performed as part of the scheduled service.
• Review ServiceNow for catalog requests that are currently assigned to vendor or take ownership for the vendor work assignments.
• Update tasks and requests with proper information for resolution.
• Ensure when work is complete the ServiceNow tasks are closed with the correct closure information.
• Follow up on catalog requests that are past due and waiting from other teams.

Incident Management

• Review ServiceNow for incidents that are currently assigned to vendor or take ownership for the vendor work assignments.
• Ensure when work is complete the ServiceNow tasks are closed with the correct closure information.
• Create incidents/tasks for the routine work that is not called into the CSC, such as end user devices that have been “red tagged” for DTO to troubleshoot. Can also be for items that need attention that were discovered during the PM process. Use DTO templates for quick creation.
• Identify items that need escalation for resolution, an example would be build issues, escalate the issue to the DTO SE.
• Ensure ServiceNow incidents are updates and closed with the correct CI and closure information.
• Only if participated in part of the resolution.

Operational Technical Tasks

• Ensure all red tagged equipment is picked up and delivered to the designated location for evaluation.
• Identify, locate, verify hardware assets in the DC environment and record pertinent updates into the systems used to track the hardware assets.
• Manage supplies and inform the DTO SE when supplies are needed.
• Verify WMS access on devices before placing them back into service/deploying to end users.
• Label patch cords with 1) Unique identifier numbers and 2) Target defined unique device connection labels per best practice.
• Complete PMs (device, Infra, IDF) within the specified SLA including documenting any issues and remediation of the issues.
• Salvage devices per specified process, including the wiping of devices, asset management and shipping of equipment.
• Create/track shipments for devices. Deploy equipment per standard process. Receive new equipment, unpack, inspect for damage.
• Manage the spare pool of equipment including keeping workstation, laptops, tablets, mobility devices online and available. Monitoring the spare pool of non-managed assets.

Housekeeping/Other tasks

• Keep work areas clean (Distributed Data Center, SmartRow, storage area, etc). Place trash in designated containers and cardboard in recycle bins.

Qualifications

• High School Diploma with a minimum of 7 years’ experience troubleshooting, repairing, and maintaining electronic equipment. Associate's degree with a minimum of 5 years of experience preferred.
• Scissor and Boom Lift Experience.
• Strong written and oral communication skills.
• Ability to recognize situations/operations with potential for improvement and to identify, develop, present, and propose possible solutions.
• Self-motivated - ability to work diligently for the success of TRG and the client’s business interest without constant supervision.
• Willingness to take on challenges and to continually adapt to new requirements through research, learning, and growth. Adaptability and flexibility are required.
• Deep sense of business ethic and fairness.
• Ability to interact with people of all backgrounds with respect.
• Ability to accept critical feedback with a positive attitude. Willingness to admit to mistakes.
• Ability to calmly handle pressure situations which involve restoration of critical operations.
• Must be able to pass a background check

Performance Requirements

• Must maintain regular and reliable attendance to the satisfaction of management
• Must be able to operate a computer and other position related technologies
• Must be able to work flexible hours as needed
• Must be able to clearly and confidentially communicate with TruWest employees, clients, customers, and other stakeholders
• Must adhere to all TruWest Values at all times

Physical Requirements

• Must be able to remain in a stationary position 75% of the time
• Must be able to access work locations
• Must be able to stoop, stand, walk, bend, and stay upright to perform work
• Must be able to visually read written and digital information
• Must be able to visually determine the accuracy, neatness, and thoroughness of work assigned and/or to make general observations of facilities or structures
• Must be able to receive detailed information through oral communication