Field Service Technician

Field Service Technician

Field Service Technicians provide professional, courteous and prompt technical support via onsite visits or by remote administration.  This includes problem definition, prioritization, analysis, re-creation, resolution, and escalation as needed.   Field Service Engineers provide the first level of support to MyManagedTech clients.

ESSENTIAL FUNCTIONS:

• Take ownership for resolving client support issues from case logging through management of escalation or resolution


• Utilize tools and documentation provided as necessary in resolving technical issues or reproducing problem cases


• Respond to client cases and field inquiries in a timely and effective manner by answering known questions and reproducing straightforward technical problems


• Effectively use escalation procedures as necessary


• Be an advocate for providing satisfaction to clients by maintaining a proactive approach to managing and maintaining reliable infrastructure


• Facilitate issue resolution by leveraging internal experts when necessary

SECONDARY FUNCTIONS:

• Regular and reliable attendance is required


• Other job related duties as assigned


• Learn new SMB products and diagnostic tools and share knowledge with others


• Provide feedback on product and/or process initiatives developed in other areas


• Update Client Network Documentation

Main duties:

• Perform configuration, installation and monitoring duties


• Perform system and file backups


• Maintain systems through installation of service packs, hot fixes, etc


• Perform high-level diagnostics and provide Tier 1 support


• Creates and/or updates configuration documents


• Enter time on a daily basis and updated service tickets in a timely manner

Required Skills:

• U.S. Citizenship Required


• Troubleshooting Skills


• Working knowledge of technology architecture


• Experience in system configuration


• Problem solving skills


• Working knowledge of networking concepts preferred


• Must have knowledge of Active Directory, DNS, WINS, DHCP


• Familiarity with most of the following products and procedures: Windows Servers, Application servers, Windows XP/Vista/7, Remote support best practices


• Must have good customer service and phone skills


• Must be able to work effectively individually and in a team environment


• Must have high attention to detail and must be very organized


• Ability to work some nights and weekends

Certifications to be working towards:

• Microsoft Certified Desktop Support Technician (MCDST)


• Microsoft Certified Systems Administrator (MCSA)


• Microsoft Certified Systems Engineer (MCSE)


• Microsoft Office Specialists (Office Specialists)

Special Notes:

This is an entry level technical position.  Most work involves troubleshooting, installation of hardware, software, and network connections. Microsoft Certification is not required for this position, but is favorable  You must be willing to associate your MCP ID with our Microsoft Partner ID.

We place a strong emphasis on Top Quality, Experience, and Customer Service.  When you work for us, we pay for any Microsoft Certification exams!

A background check and clean DMV report are required.

Bottom Line:

We are looking for a Technician who is willing to learn *our* way of providing top-quality customer support.  You will fine-tune your trouble-shooting skills and be exposed to a wide variety of network setup and internet operations.

This position is in the South Jersey area. Please do not apply if you are not in this general area.