Hybrid Support/Field Analyst
Hybrid Support/Field Analyst
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Our client has evolved far beyond its origins as a Managed Services Provider (MSP). Today they are a comprehensive technology solutions provider offering services that include digital marketing data analytics compliance security and cloud expertise.
As a dynamic technology partner they integrate seamlessly with clients as a one-stop solution for evolving business needs. Whether its building robust IT structures implementing digital marketing strategies leveraging data or securing environments they are committed to delivering excellence.
We are seeking a Hybrid Support/Field Analyst to join our clients team. This role combines on-site technical service with remote support. Responsibilities include managing installations repairs maintenance and diagnostics in the field and responding to service tickets and incidents while working remotely.
Key Responsibilities:
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Provide technical service and customer support during field visits or dispatches
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Offer remote support from the Support Center when not in the field
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Troubleshoot analyze and resolve issues using best practice techniques
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Document incidents and requests using the PSA ticketing system
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Communicate resolution progress with customers and ensure ticket accuracy
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Escalate complex problems as appropriate following defined procedures
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Participate in special projects assigned by Service Delivery Managers
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Maintain performance metrics and support KPIs
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Operate field automation systems and follow all company protocols
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Participate in the on-call rotation
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Build and maintain strong customer relationships
Requirements:
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Proven experience in field service or technical support
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Strong troubleshooting and diagnostic skills
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Technical certification or degree preferred
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Ability to adapt to flexible schedules
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Familiarity with mobile tools and field apps
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Valid drivers license and reliable personal vehicle required
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Experience with Kaseya Autotask or Auvik is a plus
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Proficient in English
Benefits:
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Medical insurance
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Dental insurance
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Vision insurance
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Short-Term Disability (STD)
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Long-Term Disability (LTD)
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Voluntary benefits (additional optional coverages)
Location: Baltimore MD
Salary: $40000 $50000/year
Schedule: Full-time Hybrid (field remote) Flexible within standard business hours (8:00 AM 6:00 PM)
Employment Type
Full-time
