Field Tech II

Overview:

Our Field Technicians Level 2 provide on-site technical support to internal or external customers in resolving complex or escalated technology issues on operational or maintenance aspects of system equipment. Responsible for day-to-day operation of applications and equipment and serve as a customer contact on technical and service-related problems. They ensure that all schedules, transmission, on-line systems, and problems are resolved in an accurate and timely manner. As a Level 2 Technician, they may serve as a liaison between customers, departments, and within the organization to lead problem resolution and change management processes. Their work may be more technical in nature and could include more complex tasks, such as performing data transfers or building images. They may also determine the most cost-effective repair/ resolution to minimize customer downtime. This position may require driving a company-provided vehicle.

Responsibilities:

Job Description

Job Profile:

Field Tech II

Compensation Use Only

Field or Corporate:

Field

Grade:

Business Unit:

Field Services

Job Code:

Job Family:

FLDSV - Field Services

FLSA Status: Non-Exempt

Additional Notes:

Date Job Evaluated: Jan 2026

Job Summary

Our Field Technicians Level 2 provide on-site technical support to internal or external customers in resolving complex or escalated technology issues on operational or maintenance aspects of system equipment. Responsible for day-to-day operation of applications and equipment and serve as a customer contact on technical and service-related problems. They ensure that all schedules, transmission, on-line systems, and problems are resolved in an accurate and timely manner. As a Level 2 Technician, they may serve as a liaison between customers, departments, and within the organization to lead problem resolution and change management processes. Their work may be more technical in nature and could include more complex tasks, such as performing data transfers or building images. They may also determine the most cost-effective repair/ resolution to minimize customer downtime. This position may require driving a company-provided vehicle.

ESSENTIAL DUTIES & RESPONSIBILITIES

Primary Responsibility:

Percentage of Duties (must add to 100%)

Working knowledge of the Microsoft Office application suite including MS Outlook.

10%

Sound understanding of customer support, operations, and processes.

20%

Able to communicate effectively both written and verbally, with key stakeholders, leadership, partners, team members, other organizations, and customers.

10%

Ability to coordinate and prioritize multiple tasks simultaneously while maintaining attention to detail and quality.

10%

Demonstrated capability to achieve results in a fast-paced, client-driven environment.

10%

Follow-up with end users to provide status updates as per service level guidelines (SLA's)

10%

Working knowledge of Windows operating systems, networks, databases and network security concepts and tools is required.

20%

Performs account management and maintenance for various applications and systems (e.g., creates or modifies user accounts and permissions, and performs password resets).

10%

Education & Experience Requirements

Minimum level of education or education/experience: High School Diploma or GED

Minimum years of work experience: 2 years in Computer Science, IT or related fields

Knowledge & Requirements

Able to communicate effectively both written and verbally, with key stakeholders, leadership, partners, team members, other organizations, and customers

Working knowledge of Windows operating systems, networks, databases and network security concepts and tools is required

Working knowledge of the Microsoft Office application suite including MS Outlook

Experience with multi-platform Windows O/S required

Ability to coordinate and prioritize multiple tasks simultaneously while maintaining attention to detail and quality

Demonstrated capability to achieve results in a fast-paced, client-driven environment

CompTIA A+ Certification

Min 1 OEM Desk/Notebook

Dell Enterprise

Basic non-warranty repair skills training as assigned

(Cabling, Printers, Network, Servers)

And/Or

HP Printer Basics + Printers as assigned

Lexmark Printer Basics + Printers as assigned

And/Or

Apple MAC Certifications as assigned

Written and oral English and French

Strong desire and enthusiasm to serve customers

Sound understanding of customer support, operations, and processes

Technical writing

Coding/programming

MS Office

Cloud & SaaS services

Requires a valid drivers license

Position may require driving

Position may require driving a company-provided vehicle

Decision Making/Independence:

What level of decision making and independence is required for the role: MinimalMinimal - performs tasks/duties under direct supervision, with defined policies/procedures. Work is reviewed by supervisor. Decisions/actions have minimal impact, results are immediate, problems are easily detected & cause little difficulty/loss of time to correct.

Limited - Performs tasks/duties under general supervision with established procedures. Decisions/actions have a moderate impact. Chooses from limited alternatives for resolution. Occasional independent judgment required. Refers unusual problems to supervisor.

Moderate - Performs duties within scope of general policies, procedures & objectives. Regular exercise of independent judgment. Makes recommendations that affect policies, procedures & practices. Refers exceptions to leader.

Significant - Develops objectives, policy, procedure for specific program/function. Work/decisions do not require direction/review. Refers strategic issues to leader. Decisions have significant impacts affecting other departments/clints or influence on operations.

Extensive - Develops strategy/policy for area of responsibility, accountable for results. Authority for independent decisions on matters of significance. High degree of independent judgement & complex problem solving. Affects operation on a continuing basis.

COMPLEXITY

Choose a level of complexity for required tasks: Low (Based on duties, the degree of autonomy and scope of responsibility)Low - Tasks are highly interrelated and simple. Work consists of standard procedures and tasks. There is no responsibility for budget, revenues and/or expenditures.

Medium - tasks are multiple and focus more on single processes. Work is usually standardized but occasionally varied. There is no responsibility for budget, revenues and/or expenditures.

High - Tasks are multiple & diverse interrelated across processes, integrate functional area & involve variables that may be abstract. Work requires the direct application of a variety of procedures. Has budget responsibility & expenditure authority.

MANAGEMENT & SUPERVISORY RESPONSIBILITIES

Supervisory Oversight: NoneNone

Limited - Work involves, in addition to base duties, regular responsibility for providing training & work guidance to others within work unit or providing functional advice and guidance to individuals outside the immediate work unit related to standard practice.

Extensive - Work involves supervising, through subordinate managers, of employees performing activities in two or more segments of a unit. Emphasis on planning/objective setting. Responsible for hiring, termination, salary and performance evaluation.

Does this role have budgetary responsibilities: No

Is this job responsible for setting and controlling a budget. No

Does this job have input into setting a budget. No

Is this job responsible for staying within an assigned budget. No

ADA Accessibility Standards (U.S. Only)

Brief Description of Work: (Please provide 1-3 sentences)

Physical Activity

Standing Frequently (Up to 67% of the time)

Sitting Occasionally (Up to 33% of the time)

Climbing Not Required (0% of the time)

Bending Occasionally (Up to 33% of the time)

Balancing Not Required (0% of the time)

Stooping Not Required (0% of the time)

Kneeling Occasionally (Up to 33% of the time)

Crouching Occasionally (Up to 33% of the time)

Crawling Not Required (0% of the time)

Reaching Occasionally (Up to 33% of the time)

Lifting Occasionally (Up to 33% of the time)

Walking Frequently (Up to 67% of the time)

Keyboarding Occasionally (Up to 33% of the time)

Feeling Occasionally (Up to 33% of the time)

Talking Frequently (Up to 67% of the time)

Hearing Frequently (Up to 67% of the time)

Environmental Conditions

Working Indoors Constantly (Up to 100% of the time)

Working Outdoors Occasionally (Up to 33% of the time)

Extreme Cold Not Required (0% of the time)

Extreme Heat Not Required (0% of the time)

Noise Occasionally (Up to 33% of the time)

Vibration Not Required (0% of the time)

Hazards Not Required (0% of the time)

Atmospheric Conditions Not Required (0% of the time)

Physical Demands

Sedentary: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met. Yes

Light Work: Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects. If the use of arm and/or leg controls requires exertion of forces greater than that for Sedentary Work and the worker sits most of the time, the job is rated for Light Work. No

Medium Work: Exerting up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects. No

Very Heavy Work: Exerting in excess of 100 pounds of force occasionally, and/or in excess of 50 pounds of force frequently, and/or in excess of 20 pounds of force constantly to move objects. No

Noise Level

Very Loud: No

Loud: No

Moderate: Yes

Quiet: Yes

Very Quiet: No

Vision Requirements

Depth Perception: Yes

Distance: No

Peripheral: No

Close: Yes

Ability to Adjust Focus: Yes

Mental Requirements

Communication: Yes

Comprehension: Yes

Concentration: Yes

Reasoning and Decision-Making: Yes

Mathematics: Yes

Multi-Tasking: Yes

Organization: Yes

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by associates assigned to this classification and are not intended to be a complete list of all responsibilities, duties and skills required of associates so classified. Other duties may be assigned. Regular attendance and timely appearance are essential for the completion of this work.

Job Descriptions are subject to change at any time.

Job Description Summary:

Our Field Technicians Level 2 provide on-site technical support to internal or external customers in resolving complex or escalated technology issues on operational or maintenance aspects of system equipment. Responsible for day-to-day operation of applications and equipment and serve as a customer contact on technical and service-related problems. They ensure that all schedules, transmission, on-line systems, and problems are resolved in an accurate and timely manner. As a Level 2 Technician, they may serve as a liaison between customers, departments, and within the organization to lead problem resolution and change management processes. Their work may be more technical in nature and could include more complex tasks, such as performing data transfers or building images. They may also determine the most cost-effective repair/ resolution to minimize customer downtime. This position may require driving a company-provided vehicle.

Job Description:

You will be expected to deliver exceptional customer relations and communication as the face of CompuCom. You will be responsible for interacting and servicing our clients with any technical challenges they may experience. Associates will be helpful, relatable, and pleasant while diagnosing and resolving their issues.

Customer facing appearance with great customer service skills

Solves technical issues including repair/installation of hardware, PC's, networking

Provide technical support and maintenance of system equipment and network infrastructure

Tailor the customer experience for every individual-all communication, instructions, and product knowledge to the level of the individual

Support and repair to minimize customer downtime, making in-field decisions for prompt resolution.

Perform and adhere to client processes, follow client safety procedures, accommodate client needs

Required Skills

Confident and skillful with written/verbal communications

Exceptional Customer Service and relationship building competence with emotional intelligence insight for explaining IT terminologies at the client's level of understanding

Support desktop, benchtop, kiosk, infrastructure and printer service needs

Excellent time management, reporting skills, documenting of efforts, issues and resolutions

Familiar with troubleshooting PC hardware/software, infrastructure issues

Insight into iPhone, iPad, PC, Printers, servers, Network switch equipment

Understand cabling, tracing, port and jack specifics

Knowledge of Windows 10, Outlook 365, imaging and trouble ticketing

Desired Skills

Prior IT support experience, technical training or degreed program.

A+ CompTIA and Net+ CompTIA certification preferred or upon conclusion of probationary period.

Qualifications:

Problem Solving

On-Camera Video Interview Notice:

Candidates selected to interview must participate in live, on-camera video interviews for identity verification and assessment purposes. Interviews will be recorded where permitted by law. Participation and consent to applicable recording requirements are required to continue in the hiring process. Failure to participate in required on-camera interviews may result in removal from further consideration for employment.

CompuCom is committed to providing equal employment opportunities in all employment practices. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, citizenship status, marital status, age, disability, protected veteran status, genetic information, sexual orientation, gender identity or expression, or any other status protected by law.