IT Field Technician - Charlotte

About You Service first. Providing exemplary service means recognizing it. Have you put off a call to your cell phone company because the idea of waiting on hold, requesting a manager only to fight for a solution seems exhausting? Have you ever been pleasantly surprised by a service organization where your call is addressed efficiently, with care and acknowledgement that you are their top priority because you (as a client) are the lifeblood of their business? There is a huge difference in these approaches, and the latter builds loyalty and trust which is vital to the health of any business. You are solution-oriented and accountable. When given an opportunity to address an issue you follow service standards and quickly provide a solution, if you can’t you are able to escape the issue and alert your manager to your need/want for knowledge and growth - all while communicating progress in a professional and engaging manner with the client. Part of our team! While service tickets are addressed individually our crew is always ready to support one another, you will both receive and provide help as we are all working toward the same goal. Together we provide a level of service that our clients dream of and that we stand behind. Field Technician Summary As a remote Field Technician in the Charlotte, NC area, you will travel to dental offices in your assigned region to assist with varying technical issues. You will build relationships with clients and help them find solutions while providing exceptional customer service. When you are not working on-site, you will provide assistance to clients remotely. In this role you will gain exposure to a wide variety of products and services because we assist our clients with technical problems concerning hardware, software, peripheral equipment like phones and printers, and specialized dental imaging products. We also manage routine maintenance and installations for our clients throughout the country. Responsibilities Provide excellent customer service via phone, remote, and on-site technical support Walk clients through diagnostic procedures to identify and resolve errors Communicate with vendors to request service, update, and resolve open tickets Adhere to established methods for responding to and documenting support requests Perform maintenance tasks on end user devices Provide ongoing user training and self-fix solutions to clients Set up, troubleshoot, and configure PCs, printers, peripherals, and network equipment Handle technical requests such as password resets, drive mapping, and user account setup Run network lines, punch down cable, and terminate RJ45 connections Provide Saturday coverage as part of an on-call rotation schedulePerform Tier 1 troubleshooting, configuration, and administration pertaining to clients’ printers, wireless network configuration, server-based print queues, antivirus and firewall programs, Microsoft Windows 7 and newer operating systems, Microsoft Office 2010 and newer; Microsoft Office 365; Apple OS, and more Qualifications and Skills Excellent verbal and written communication Proven time management skills Proven reliability and the ability to work independently Excellent customer service skills Problem solving and troubleshooting skills 1-2 years of tech support experience 1-2 years of customer service experience Bachelor’s degree in Information Technology or Computer Science is preferred Must have reliable transportation Hours Monday through Friday 8:00am-5:00pm and rotating Saturday coverage Notes Please note: This is a hybrid role that requires onsite visits to our clients in and around Charlotte, NC. Candidates should reside in the Charlotte area, and have reliable transportation. #J-18808-Ljbffr Darkhorse Tech Inc