Field Technician
Field Technician
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Job Description
Job Details
Description
PROFESSIONAL SERVICES
PORTLAND
HYBRID
Convergence Networks is one of North Americas 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 onsite 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 Convergences internal team when onsite for assistance when needed. When there is no onsite work the FST works internally and proactively helping to close other tickets remotely wherever possible.
WHAT DOES OUR FIELD TECHNICIAN DO
- Travel to client sites daily providing technical support and guidance to end users including diagnosing enduser issues network server and workstation problems.
- Support Line of Business applications such as QuickBooks Sage etc.
- Handle high impact client request performing adhoc independent troubleshooting in highpressure situations.
- Keep clients informed of incident progress notifying them of impending changes or agreed outages.
- Occasionally provide remote assistance for Network Administrators 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 facetoface 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 antivirus malware removal and basic knowledge of virtual/cloudbased 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 breakfix environment.
- Excellent communication (verbal and written) at all levels internally and externally interpersonal business management time management and developmental skills.
- Skilled at defusing highstress situations and facilitating resolution to technical problems.
- Willingness to learn adjust and grow with our company.
- Ability to multitask in a fastpaced environment.
- Professional appearance and attitude when interacting with clients inperson.
- Selfstarter with a positive attitude.
Qualifications
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 drives 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 Microsoft Office 365 Microsoft Azure and other Cloud service offerings.
- Previous experience providing both onsite and remote/phone support in a fast paced high volume environment.
WHAT QUALIFICATIONS WOULD REALLY HELP SET ME APART FROM OTHER CANDIDATES
- A true passion for technology and an ability to match issues and solutions.
- Demonstrated experience with Office 365 Sharepoint Skype for Business/ Microsoft Teams.
- An awareness of all our key IT services.
- Experience with email archiving antispam antivirus products.
- An understanding of support tools techniques and how technology is used to provide IT services.
WHAT IS THE WORK ENVIRONMENT LIKE
- Normal office working conditions. Work requires regular sitting/standing at a desk working with a computer. This position requires standing walking sitting using hands seeing reaching talking writing and hearing; it may require occasionally carrying or lifting equipment (1050 pounds) if working onsite.
- Position may require hours that exceed normal working hours per day during peak periods; oncall hours may include nights or weekends.
- Position requires contact with others in meetings by phone or by email. Interactions focus on data collection problem solving needs analysis and technical work. Interactions are initiated in person or electronically.
WHY SHOULD YOU WORK HERE
- Group benefits plans including medical dental vision in US and health savings and dental in Canada including retirement plans (401k and RRSP).
- We believe in personal and professional growth. We offer regular internal training opportunities as well as training and certification reimbursement so we can help you grow.
- We believe feedback makes us better. You can expect regular meetings with your manager and quarterly conversations about your performance and growth.
- Many teambuilding and company events throughout the year so you can get to know your teammates on a more personal level as well as have some fun(families are often included as well).
PERFECT FIT
If this sounds like your type of place and you can wow us with your spectacular skill set then we would love to hear from you!
We are an equal opportunity employer and invite diversity in our applicants; our differences make us stronger! We welcome and encourage applications from qualified candidates of all races sexes colors religions sexual orientations disabilities ages and gender identities. Accommodation is available upon request for candidates taking part in all stages of the selection process. Please contact
Required Experience:
IC
Employment Type
Full-Time
