Field Support Technician
Job Location:
Hourly Salary:
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Job Summary
Position Purpose:The Level 2 Field Support Technician will be expected to interact with clients in person to properly resolve their technical issues. They will act as a direct resource for Level 1 Field Support Technicians assist with escalated issues and lead teams in various client projects.
Essential Functions:
Travel to client offices to execute hardware and software project installations
- Successfully lead projects of all sizes including complete office remediations refreshes and buildouts.
Perform on-site troubleshooting and interact professionally with clients
Problem-solve complex situations involving hardware and software using a wide variety of internal and external resources
Accurately identify the need to escalate an issue in a timely manner
Building and maintaining a project plan and checklist
Communicate directly with client and project managers to effectively plan execute and resolve unexpected issues
Maintain a detailed knowledge of internal standards and best practices for installing new equipment
Act as Help Desk resource when not assigned field or project work
Update assigned service tickets daily by maintaining accurate records and time logging in ConnectWise
Maintain inventory tools and cleanliness of a work vehicle
Required Skills/Abilities (includes L1 Field Support Technician skills):
Communicate with Level 1 on related tickets to help advance knowledge
Intermediate knowledge of computer systems software and hardware:
- Active Directory
- Create and manage organizational units
- Create and manage security groups
- Group policy
- Antivirus
- Webroot/Sophos
- Networking equipment
- Firewalls & Routers
- Switches
- Access Points
- ESXI
- Workstation configuration & installation
Add/Remove Programs
Networking principles:
- VLAN
- DMZ
Certifications: (will be taking from on-boarding/advancement projects)
- Allworx phone
o VoIP phone
o Datto/Ahsay Specialist
HIPAA Compliance:
o Decommission old workstations and servers
o Hard drive destruction
Performance Standard:
Quality of work performed
Professional communications with clients
Verifiable time accountability
PSA reports
1-on-1 meetings with Team Lead
Individual development plans
Certifications:
Level 1 Field Support Technician certification
The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as a complete list of all responsibilities duties and skills required of personnel so classified.
Requirements:
- Ability to work remotely and travel on-site to client offices
- Ability to park the company vehicle at their home
- Must be available to work on a rotating on-call schedule
Required Experience:
IC
About Company
SWBC offers financial solutions for individuals, businesses, and financial institutions. We have you covered with personal and business insurance, mortgages, and wealth management.
