The Field Service Support Technician is an entry to intermediate level hardware Field Technician whose focus is on providing quality service for our clients through billable client servicing of hardware warranty and maintenance issues and the timely delivery and installation of new products.
Requirements, Duties and Responsibilities:
Provide high level of in-house and onsite service for clients by resolving technical problems.
Responsible for repairing, installing, and maintaining equipment and conducting moves/adds/changes to hardware product.
Conduct on-site upgrades, configurations, and testing of client’s equipment.
Coordinate service request for the installation/de-installation of new equipment
Maintain knowledge of new technologies and vendor offerings that are cost effective and optimize client satisfaction.
Maintain appropriate records and documentation of service work performed and ensure timely communication with supervisor concerning service status and potential issues.
Bachelor’s Degree or an Associate’s Degree in the field of technology, or equivalent education and/or experience.
2. Work Experience:
Bench and/or on-site service technical experience - 1 - 3 yrs.
Customer Interface experience - 1 - 3 yrs.
3. Technical Skills:
Good understanding of technical theory for microcomputers, and corresponding peripheral.
Must be familiar with and able to support Microsoft Office applications along with Windows OS, Windows 7, and Windows 8.
Experience required in troubleshooting and repairing of desktops and laptops. Knowledge of printer repair, and printing technology preferred.
Must be familiar with the Network environment and able to resolve basic connectivity issues.
Must be familiar with diagnosing and troubleshooting servers. Must understand hardware configurations such as Array Controllers, Redundancies, etc.
Hardware Vendor certifications (Compaq, IBM, HP, etc) requested but not required.
1. Demonstrates a clear and effective speaking manner for the purpose of explaining technical information to non-technical individuals. Strong presentations skills.
2. Demonstrates a clear and succinct writing style for the purpose of completing status and project documents.
Problem Solving: Consults with manager as needed for problem resolution. Problem solving abilities are moderate, requiring some amount of ingenuity. Incumbent is responsible for providing on-site technical field sales support through the installation of product, on a timely basis to meet client needs. Incumbent provides bench support and maintains a high level of training proficiency and current product knowledge. Incumbent maintains appropriate parts requirements and inventory levels for assigned client territory. Incumbent must complete accurate configuration and assembly of product.
Project Management: Ensures that service orders and client requests are completed in accordance to supervisory direction.
Position: Entails a moderate level of team-work. The work requires that other positions are involved in getting the work completed. Incumbent interacts extensively with clients to share information and to perform service work as requested by client. Incumbent interacts with vendors to learn product offering and specifications.
General Business Office Environment
1. Required to load, lift, move, and deliver product weighing up to 50 pounds.
2. Position requires working in the following positions for extended periods of time: working overhead, climbing, bending, kneeling and stooping.
1. Occasional overnight travel possible, depending upon business necessity.
Other: Valid Driver's License and acceptable motor vehicle record is required for opportunities requiring
Role: Field Service Support Technician
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