Field Technician (1319)

FIELD SERVICES TECHNICIAN - PROFESSIONAL SERVICES
PORTLAND, OREGON | IN OFFICE AND ONSITE

Convergence Networks is one of North America’s leading managed service and managed security providers. We are a service company focused on helping clients leverage technology as a strategic tool and proactively protecting their business. We are fueled by providing outstanding service and sharing our passion for innovative technology as part of our integrated solutions.

POSITION SUMMARY

Field Service Technicians are responsible for responding to on-site requests for clients that cannot be resolved remotely. They create cases in the ConnectWise ticketing system, troubleshoot and resolve issues onsite, and when necessary, escalate cases to the appropriate Network Administrator. FSTs have a strong technical background and an ability to listen and communicate effectively with clients and team members alike. While the FSTs work independently for the most part, they have the support of Convergence’s internal team when onsite for assistance when needed. When there is no on-site work, the FST works internally and proactively helping to close other tickets remotely wherever possible.  

WHAT DOES OUR FIELD SERVICE TECHNICIAN DO?
 

• Travel to client sites daily, providing technical support and guidance to end users, including work station setup, diagnosing end-user issues, network, server, and workstation problems. 
• Support Line of Business applications such as QuickBooks, Sage, etc.
• Handle high impact client request, performing ad-hoc, independent troubleshooting in high-pressure situations.
• Keep clients informed of incident progress, notifying them of impending changes or agreed outages.
• Occasionally provide remote assistance for Solutions Architects and Systems Integrator's for some project/issue. deployment needs. This will require working closely with internal teammates and the ability to follow verbal and written instructions closely.
• Act as the ‘Face of Convergence’, as you will be interacting face-to-face with nearly all of our clients.
• Remain flexible and adaptable with scheduling, as priorities may change during a shift.
• Other relevant job duties as assigned.

WHAT SKILLS DO I NEED TO BE A SUCCESSFUL FIELD TECHNICIAN?   

• Patience, empathy, confidence, and customer service skills. You will be working with a myriad of businesses, technologies, applications, and personalities, in person.
• Exceptionally strong IT background with a focus on desktop support, implementation, and onsite as well as remote support.
• Experience with administering current Windows desktop operating systems, Exchange, Office 365, and a variety of backup solutions, anti-virus malware removal, and basic knowledge of virtual/cloud-based technologies.
• Ability to troubleshoot networking issues and needs to have excellent understanding of DNS, DHCP, VLANs and Firewall/Switch configurations.
• Ability to work effectively within a team as well as independently.
• Understanding of managed services and the value offered over a typical break-fix environment.
• Excellent communication (verbal and written) at all levels internally and externally, interpersonal business management, time management and developmental skills.
• Skilled at defusing high-stress situations and facilitating resolution to technical problems.
• Willingness to learn, adjust, and grow with our company.
• Ability to multi-task in a fast-paced environment.
• Professional appearance and attitude when interacting with clients in-person.
• Self-starter with a positive attitude.

WHAT ARE THE QUALIFICATIONS I NEED TO HAVE?

• High school diploma or equivalent.
• 3+ years of relevant experience which may include Help Desk Technician, Help Desk Analyst, or Tier 2 (or similar) in a tiered environment.
• Valid drive’s license with access to own vehicle.
• Excellent troubleshooting skills with IT and related hardware and software components (PCs, laptops, servers, firewalls, switches, routers, hard drives, Windows operating systems, etc.).
• Knowledge and experience working with Micr