Systems Field Technician

Are you a tech-savvy problem solver who enjoys working in a fast-paced environment? If so, we have an exciting opportunity for you! As a Systems Field Technician, you will be at the forefront of providing excellent onsite support and assistance to our valued customers. From deploying hardware to resolving help requests, you will play a crucial role in ensuring our customers have a seamless experience. If you thrive on delivering hands-on solutions and love the thrill of troubleshooting, join our team and let's create exceptional experiences together.

 

JOB SUMMARY

The Systems Field Technician role is to accurately and efficiently prepare and deploy customer hardware as well as perform onsite support and assistance for customers both internal and external.  This includes receiving, prioritizing, documenting, and actively resolving end user help requests while on site at the customer’s location. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.

 

PRIMARY RESPONSIBILITIES

• Follows established processes for deploying desktops, laptops, tablets, servers and other hardware that meet EOJ standards for quality and security
• Acts as the front-line representative for other Locknet teams to perform hardware installs, troubleshooting, preventative maintenance, or support as necessary
• Prioritizes and schedules project-based work, support tickets, alerts, and escalations
• Records, tracks, and documents the customer service request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution
• Accurately documents client environments including hardware, software, and network configurations in Locknet knowledge bases
• Interacts with software and hardware vendors on the client’s behalf to resolve issues or install and updated software
• Performs remote support, software installs, or end users’ setups, as required
• Accesses software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution
• Identifies and learns appropriate software and hardware used and supported by the organization
• Test fixes to ensure problem has been adequately resolved
• Performs post-resolution follow-ups to help ensure customer satisfaction
• Evaluates documented resolutions and analyze trends for ways to prevent future problems
• Assesses hardware, software and network needs to ensure effective and efficient computer operations are achieved
• Maintains an up-to-date knowledge of processes, procedures, and best practices in order to help ensure Field Technician processes remain safe, secure and efficient
• Performs other duties as assigned

 

 

MINIMUM REQUIRED EDUCATION & EXPERIENCE

• College diploma in the field of computer science or 2 years equivalent work experience
• Experience with desktop and server operating systems, including Windows 7/8/10, Server 2008-2016 and Microsoft Office

 

PREFERRED EDUCATION & EXPERIENCE

• University degree in the field of computer science and 2 years equivalent work experience

 

Preferred Certifications:

• Comp-TIA Network+
• Comp-TIA A+
• CompTIA Security+
• CCNA
• MCSA

 

ADDITIONAL ELIGIBILITY QUALIFICATIONS

• Knowledge of basic computer hardware, including PC’s, printers, laptops, servers
• Working knowledge of a range of diagnostic utilities
• Good understanding of the organization’s goals and objectives
• Exceptional written and oral communication skills
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills
• Exceptional documentation skills
• Ability to conduct research into a wide range of computing issues as required
• Ability to absorb and retain information quickly
• Ability to present ideas in user-friendly language
• Highly self-motivated and directed
• Keen attention to detail
• Proven analytical and problem-solving abilities
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Exceptional customer service orientation
• Experience working in a team-oriented, collaborative environment

 

TRAVEL REQUIREMENTS

• Must have a valid driver’s license
• Maintain a good driving record
• This position requires driving regularly and occasional overnight travel

 

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