Our client, an IT and Services company specializing in networking, security, virtualization, storage, and Microsoft products is looking for a Field Technician to join their team on a full-time basis. Ideal candidates will be able to provide a broad range of support services, handling questions ranging from the standard password resets to escalating outage issues to Senior Engineers.
Provide level 2 systems & desktop support
Work with remote monitoring and management (RMM) systems to identify, prioritize, resolve problems, and enhance service offering to clients
Manage support tickets, collaborate with internal staff, and communicate with clients
Respond to incoming support requests and provide first call resolution/escalation
Document and communicate incidents, outages, ticket status, problem resolutions (internally and externally), and escalate tickets appropriately
Identify critical issues, prioritize, and respond to tickets to ensure SLA’s are met
Provide proactive monitoring and maintenance on client networks
Deliver high levels of client satisfaction
Create high-quality technical documents quickly and accurately
Provide after-hours and weekend support on a rotational basis and as needed
Bachelor’s degree in Information Systems Business Administration, Computer Science, a related field, or equivalent work experience is required.
5 years of hands-on experience within a technical environment providing onsite or remote support and customer service
Incident & problem management experience and the ability to coordinate required resources to respond to complex IT issues
Strong troubleshooting skills and the ability to apply those skills to assist in troubleshooting of a wide range of information systems and applications
Proficiency in Microsoft Office Suite (Word, Excel, Outlook, Visio)
Two years of proficiency with the following core skills:
Microsoft Active Directory. Exchange/Office 365, Scheduling & Print Services
Operating System Platforms (Windows, MacOS)
Desktop Operating System (Windows 10 & MacOS)
Firm desire to consistently work as a vital part of the team with a primary focus on client service
Strong problem-solving skills, ability to analyze complex problems and use a systematic approach to gain quick resolution
Strong communication (written and verbal) and presentation skills, both internally and externally to technical and business audiences
Must be able to work effectively under pressure either independently or as a member of a team
Proven aptitude to organize work efficiently and succeed in new environments
Must be well-spoken, organized, detail orientated, dependable, flexible, excellent follow-up skills
This is not a remote position and primary job functions will require onsite presence at the office or client locations
Background Check required
May be tasked with lifting, carrying, pushing or pulling up to 25 lbs., if able to do so.
Must be able to sit for prolonged periods of time and walk/stand for moderate periods of time.
Must be able to bend at the knees and waist frequently
Must be able to repetitively use a telephone and a computer mouse and keyboard.
All employment is contingent on candidates passing a background check and providing at least two positive professional references from prior managers. We are looking for local candidates only. U.S. Citizens and those authorized to work in the U.S. are encouraged to apply. We are unable to sponsor at this time. To apply for this position please visit our website at www.PsiNapse.com, and click on “Looking for Work”. Thank you for your interest. Please understand that only qualified candidates will receive a response. PsiNapse Technology, a national, workforce augmentation and solutions firm, offers competitive compensation, professional service, and customized benefits to qualified temporary and career professionals looking for employment. We are an Equal Opportunity Employer and do not discriminate on the basis of race, religion, color, gender, sexual-orientation, age, national origin, citizenship, disability, or any other protected category