Senior Field Service Delivery Technician

Company Overview

NWN is the leading AI-powered technology solutions provider for North America's most innovative public and private organizations. For more than 30 years, NWN has helped over 5,000 CIOs deliver technology modernization programs with its Intelligent Workplace, Customer Experience (CX), Managed Devices, Cybersecurity and Public Safety, Connectivity, and Intelligent Cloud solutions. The company's proprietary Experience Management Platform ensures seamless service delivery, real-time observability and improved efficiency for its clients' most demanding technology needs. NWN is a high-performance, high-integrity team of 1,000+ experts committed to a customer-obsessed culture, earning a 75 Customer Net Promoter Score. The company has been recognized with hundreds of industry awards and is proud to be a 'Best Place to Work' with an 86 Employee Net Promoter Score. For more information, visit: NWN.ai.

Responsibilities

The Senior Field Service Delivery Technician role is responsible for advanced services related to configuring, installing, troubleshooting and repairing desktop, network and systems infrastructure solutions for our customers.

 

Shift:  Monday - Friday, 7:00 AM - 4:00 PM Pacific Time

Scope of Role Responsibilities

Essential, key job responsibilities for this role include, but are not limited to:

• Delivering quality services for one or more technological practices.
• Configuring, installing, troubleshooting and repairing desktop, network and systems infrastructure solutions for our customers.
• Meeting the billable/chargeable targets set by the company. Billable and chargeable time should consist of assessments, planning, design, configuration, installation and support of the solutions offered by the practice.
• Accurate and timely tracking of client work, service calls, and related documentation.
• Attending seminars as requested by the Professional Services Management Team.
• Administration: Consistent and accurate time entry input.
• Provide logistical support for shipping and delivery to local region.
  • Loading/unloading of product/equipment.
  • Inventory/audits/stocking/shipping/receiving.
  • Prepare pallets/shrink wrap etc.
  • Trash removal/disposal
  • Warehouse duties (cleaning, sweeping, organization etc.)
• Provide deployment, field service delivery and logistical support.
• Strong ability to lead multiple deployment teams.
• Assembly, configuration and installation of equipment (desktop computers, laptops, monitors, printers, etc.).
• End point configurations, imaging, asset tagging, laser engraving, staging etc.
  • Create engraving files.
  • Upload/manage/deploy gold standard images.
  • Create custom asset tags.
  • Pick-up/drop off equipment.
  • Google management services.
• End point diagnosis, repairs (break/fix) and quality control.
• Data migrations.
• Converged Infrastructure/Collaboration support (access point, switch, server configurations/phone logistics and deployments)
• High level rack/stack and cable remediation “smart hands” support.
• Provide inventory shipping and receiving support.
• Travel: To Customer sites as needed.
• Complete training as required. 

Additional job responsibilities include, but are not limited to:

• Provide input for templates used to improve the quality of the service delivery process.
• Acquire technical certifications per training plan.
• Attend technical classes and web training.
• Other responsibilities as assigned.

Qualifications

The following are minimum qualifications and requirements required for this role:

• Experience imaging solutions (SCCM, WDS, Symantec Ghost, Altiris, Clonezilla, SmartDeploy)
• Experience with Microsoft Intune and Windows AutoPilot
• 5+ years of PC, laptop and printer configuration/installation
• Ability to travel to client premises on a daily basis.
• Access to a vehicle and a clean driving record is required.
• Must pass a background check.
• Some assignments may require additional background checks, including criminal background checks and submittal of information for review in support of security clearance(s).
• Ability to work evenings and weekends as required.
• Must be able to lift (~75) pounds of weight.
• Excellent written/verbal communication skills, critical thinking and problem solving or troubleshooting skills.
• Excellent customer service skills.
• Demonstrated proficiency in coordination, scheduling and customer updates.
• Must possess excellent time management skills.
• Strong client se