Field Service Technician

Job Description

Job Description

Job Title: Systems Engineer (Field Service Technician)

Division: Managed IT Services

Branch: East Bay/South Bay/San Francisco

Reports to: Managed IT Service Manager

The System Engineer is responsible for the maintenance and improvement of our internal IT infrastructure as well as providing technical assistance to team members and end users with system and network requests. The focus is on desktop support and exceptional customer service skills.

Essential Duties and Responsibilities:

• Exceptional customer service skills under varying conditions
• Strong understanding of computer hardware and related Operating Systems.

1. Ability to build a pc, troubleshoot down to component level and understanding of system imaging

• Support services for:

1. Microsoft 365 Administration portal
2. 365 Services: Office Suite: Word, Excel, Power Point, Outlook, Teams
3. Firewalls and remote access: SonicWall (preferred), Net Extender
4. 2FA experience: Duo, Google, Microsoft
5. Networking: Unifi, Dell, Ruckus

• Administration and maintenance of the remote monitoring and management system (RMM): update agent scripts, respond to alerts, monitor dashboard, and periodic system review
• Develop and document maintenance routines for all computer systems
• General support of WAN and LAN connectivity, routers, firewalls, and security
• Document all work performed and time entries in related tickets in ConnectWise Manage PSA
• Field Service Support- Troubleshooting and ongoing hardware support. * Regular travel is required
• Refresh Projects- Participate in projects where current hardware is replaced to include but not limited to:

firewalls, network switches, AP’s, workstations, servers etc.

Daily Duties and Responsibilities:

• Ability to work in a team and communicate effectively
• Accept escalations from the helpdesk
• Escalate service or project issues that cannot be completed within agreed service levels
• Business awareness: and understanding of product management cycles
• Document internal processes and procedures related to duties and responsibilities
• Responsible for entering time and expenses as they occur
• Provide field service when/where necessary in a responsive manner (reliable transportation is required)

Knowledge, Skills, and/or Abilities Required:

• 5+ years’ + experience with desktop and application support
• Interpersonal skills: communication skills, active listening, and customer-care
• Ability to multi-task and adapt to changes quickly
• Understanding of support tools, techniques, and how technology is used to provide IT services
• Typing skills to ensure quick and accurate entry of service request details
• Self-motivated with the ability to work in a fast-moving environment that is not business vertical specific

Nice to have experience (not required)

• Prior MSP Experience
• Professional IT Certifications
• Knowledge/experience of Microsoft related technologies: Windows Server 2016,2019, Exchange, SQL
• Virtualization technologies: VMware and Hyper-V
• VLANs (understanding, build/implementation)
• VoIP technologies/implementations
• Google for Business, Azure/AWS (management, setup/implementation)