Field Services Technician

We are seeking a highly organized and motivated Field Services Technician to join our team at Dew Software. As a key member of our organization, the Field Services Technician will be responsible for providing exceptional technical support to our Fortune 500 clients, collaborating with them to achieve their digital transformation objectives. You will be joining a dynamic and innovative team that shares a passion for leveraging cutting-edge technologies to drive digital innovation and transformation.

Responsibilities

• Provide exceptional technical support to clients onsite, online, or via phone and email.
• Troubleshoot and resolve hardware, software, and network issues, ensuring minimal downtime for clients.
• Install and configure hardware and software according to client specifications.
• Conduct regular maintenance and upgrades on client systems to ensure optimal performance.
• Conduct regular checks and tests on client systems to identify and prevent security threats.
• Collaborate with cross-functional teams to ensure seamless delivery of services to clients.
• Keep detailed records of all client interactions, issues, and resolution steps.

Requirements

• Field incoming requests from end-users via ServiceNow ticketing system, email, telephone, or other established support channels.
• Utilize knowledgebase, FAQs, peers, and all other available resources to aid in incident resolution to resolve end-users’ issues effectively and efficiently.

• Ability to setup, configure and add computer related hardware such as laptops, desktops and VDI.

• Provide technical support around video conferencing using WebEx and Cisco Telepresence.

• Proactively engage the required resources to ensure the end-user expectation is exceeded in a timely manner.

• Identify and learn appropriate software and hardware used and supported by the organization.

• Stay current with system information, changes, and updates