Field/Project Support Technician

Field Support Technician (FST) The Field Support Technician (FST) is a dispatched onsite support representative and a critical piece of the technical services team. The FST provides holistic support to clients and may provide service onsite or remotely depending on needs. The FST engages clients in evaluating support requests, provides action plans for resolution, and communicates with multiple team members and client organizations throughout the support process. Time management, interpersonal skills, and written/oral communications are all highly developed skills of the FST. Broad technical skills and logical troubleshooting are required for the position to provide the best solutions for client support requests. Responsibilities Monitor PSA scheduling tool to track tickets assigned, scheduled activities, and budgeted time windows. Communicate with Operations/Dispatch to ensure time estimations and scheduled events are feasible and meet client expectations. Communicate with clients and Operations/Dispatch while in the field when completing tasks or when scheduling changes are needed. Maintain appointment commitments; if conflicts arise, coordinate with Operations/Dispatch to adjust schedules and notify involved parties. Communicate with Technical Account Managers (TAM) to understand technical vision for managed clients and implement the TAM direction according to best practices. Participate in an after‑hours on‑call rotation, providing support for one week each cycle, responding to alerts via phone and email, summarizing incidents, and updating the PSA/documentation system. Document appropriate information in PSA/RMM tools, ensuring consistent and complete records, and request missing data from the technical services group when necessary. Review PSA entries for documentation and assist with standardizing information for each client. Provide feedback to TAMs on client engagements that could create new opportunities such as hardware sales, training needs, or technology implementations. Review and document procedural items related to end‑user workflows to enable quicker responsiveness. Engage in continuous education regarding PSA tools, RMM tools, and technical solutions offered. Adhere to all standards and guidelines established by the management team and employee handbook. Supervisory Responsibilities The Field Support Technician position does not have any supervisory responsibilities. Qualifications Education or Experience: Associate’s degree (AA) from a two‑year college or trade school; or 1–2 years related experience and/or training; or an equivalent combination of education and experience. Language Skills: Ability to read, analyze, and interpret common scientific and technical journals, financial reports, and legal documents; respond to inquiries or complaints; write speeches and articles for publication; present information to management and public groups. Mathematical Skills: Ability to apply advanced mathematical concepts such as exponents, logarithms, quadratic equations, and permutations; perform analysis of variance, correlation techniques, sampling theory, and factor analysis. Reasoning Ability: Define problems, collect data, establish facts, draw valid conclusions, interpret technical instructions in mathematical or diagram form, and deal with abstract and concrete variables. Certifications/License: Must hold at least one high‑level vendor certification (e.g., Cisco CCNA, Microsoft MCITP, VMware VCP, or similar). Ongoing education and certification is expected as part of normal job performance. Benefits Medical Dental 401(k) Paid Time Off (PTO) #J-18808-Ljbffr Axxys Technologies