What are the responsibilities and job description for the IT Field Services Onsite Support Technician position at Yochana IT?
Role : IT Field Services & Onsite Support Technician
Location Pittsburgh PA (Onsite)
Hire type Full Time
As an IT Field Services & Onsite Support Technician you will be a key member of our team providing essential onsite technical support to our clients. You will be the first point of contact for resolving their technology issues ensuring smooth operations and maximizing their productivity. You will play a crucial role in maintaining the IT infrastructure and ensuring satisfaction. You will troubleshoot diagnose and resolve hardware and software issues ensuring optimal system performance and user satisfaction. This role requires strong technical skills excellent problemsolving abilities and a customercentric approach.
Key Responsibilities :
- OnSite Support :
Travel to client sites to provide inperson technical assistance.
Problem Diagnosis and Resolution :
Asset Management :
Network Management
Customer Service :
Ticket Queue Management
Customer Service :
Ticket Queue Management
Act and update the tickets timely with clear information to avoid ticket escalations.
Daily follow up on the tickets pending for customers or vendors.
Document the troubleshooting steps followed reasons for pending or transferring to another queue clearly.
Resolve tickets within the SLA with confirmed resolution to avoid any tickets getting reopened.
Continued focus on keeping the backlog of tickets low and achieve higher productivity (on average 4 or more tickets per day).
Qualifications :
An ideal candidate to have :
Hardware Expertise :
Computer Assembly and Repair : Building upgrading and repairing desktops laptops and servers.
Peripheral Device Installation : Setting up printers scanners external hard drives and other devices.
Hardware Troubleshooting : Diagnosing and resolving issues with hardware components like motherboards CPUs RAM and power supplies.
Mobile Device Repair : Fixing cracked screens battery replacements and other hardware issues for smartphones and tablets good to have skill.
Audio Video Equipment : Basic understanding of AV equipment connections.
Software Proficiency
Operating System Installation and Configuration : Installing and configuring Windows macOS and various Linux distributions.
Software Installation and Troubleshooting
Driver Installation and Updates : Installing and updating device drivers to ensure optimal performance.
Data Recovery : Recovering lost data from damaged hard drives SSDs and other storage devices.
Networking Knowledge :
Network Setup and Configuration : Configure network devices including routers switches and WiFi access points.
Network Troubleshooting : Diagnosing and resolving network connectivity issues such as slow internet speeds WiFi problems and network security threats.
Cable Management : Organize and label cables to ensure efficient airflow and accessibility.
Customer Service Skills :
Effective Communication : Clearly explaining technical concepts to nontechnical customers. Excellent verbal and written communication skills.
ProblemSolving : Identifying and resolving customer issues efficiently and accurately.
Patience and Empathy : Ability to build professional rapport with clients and maintain positive relationships.
Attention to detail and strong organizational skills.
Time Management :
Efficient time management to meet deadlines and optimize work schedules.
Additional Requirements :
Valid drivers license and reliable transportation.
Ability to lift and carry heavy equipment.
Ability to use ladder for troubleshooting access points and cabling.
Willingness to work flexible hours including occasional evenings weekends and holidays.
Up to 30 40% country wide travel.
