Tier 2 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 addressing client tickets effectively

Responsibilities

• May start from office or home and commute to client sites
• On days when on-site tickets are not 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.
• Utilize and contribute to technical documentation for clients.
• Communicates and works as a team with Tier I and Tier III to solve customers’ issues.
• Uses logic and knowledge to solve complex and simple customer problems
• Routinely uses computer and network knowledge to trouble shoot and find the best solution for the customers’ needs
• Consistently reviews and prioritizes tickets and workload
• Works with Team Leads and dispatchers on scheduled calls and on-site work
• Willing to gain certification on Proven IT products, software and hardware systems.
• Maintains confidentiality of client’s sensitive information
• Ability to troubleshoot and support network and server infrastructure.
• 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.
• Two plus years of experience working in the IT Tier I or Tier II field preferred
• Ability to consistently provide a professional level of customer service.
• Must be a strong communicator with the ability to communicate effectively with a wide range of clients
• 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.

Benefits

GROUP HEALTH INSURANCE: After a 30-day waiting period, full-time employees (who work at least 30 hours per week) and their dependents, are eligible to enroll in health benefits through BlueCross BlueShield of Illinois (BCBSIL). Health options include a choice of 2 PPO plans, a High Deductible Health plan and a HMO. In addition, Dental benefits are available as well as a Vision PPO plan utilizing the EyeMed network. Proven also offers voluntary worksite benefits including critical illness and accident coverage, short-term disability insurance, supplemental life and pet insurance.

EMPLOYER PROVIDED LIFE/AD&D INSURANCE: After a 30-day waiting period, Proven IT provides a flat $25,000 Life Insurance benefit, administered by BlueCross BlueShield, to all full-time employees (who work at least 30 hours per week). Accidental Death & Dismemberment (AD&D) benefit payments are determined based on the type of loss incurred and are payable up to the full Life Insurance benefit amount. Life and AD&D Insurance coverage amounts are reduced at ages 65, 70 and 75.

EMPLOYER PROVIDED LTD: Long-Term Disability (LTD) ins