MITS Tier II Field Technician

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Pacific Office Automation is the largest independently-owned document imaging and technology dealers in the nation. Since 1976, we have grown to over thirty branches located in eleven western states: OR, WA, CA, AZ, NM, NV, UT, ID, CO, TX, & HI. With over 40 years of success in office equipment and technology sales/service, our growth and reputation have afforded us great relationships with top manufacturers such as Canon, Sharp, Konica Minolta, HP, Ricoh, Lexmark, and many more.

At Pacific Office Automation , you will find an amazing technology company full of growth opportunities, great benefits, and passionate coworkers who aim to help you succeed. Among our company goals, we aim to be a long-term employer. That means providing employees with the training and certification they need to keep up with the fast-changing technology of our office machines, devices, and software. At POA, we believe that all voices can and should be heard, regardless of seniority or tenure.

The MITS Tier II Field Technician is the glue that helps the Field team at Pacific Office Automation work as a unit. As a MITS Field Supervisor you are the final voice for the field team. You will be interacting with clients, 3rd party vendors, Sales, Management, and other stakeholders to ensure the smooth operation of our field services team environment. You should be able to demonstrate exceptional critical thinking, systems analysis and breadth of technology capabilities along with excellent customer service skills

Key Responsibilities:

• Provide efficient, timely, and well-documented technical support for all types of support tickets.
• Deliver excellent customer service by building strong relationships with stakeholders and collaborating with internal/external vendors and support teams.
• Mentor, train, and support team members, handling escalations and advanced troubleshooting.
• Oversee desktop deployment coordination, planning, and administration tasks.
• Ensure all assigned tickets are fully documented, meeting service-level requirements.
• Verify and update accurate time entries for all assigned tickets and tasks, both personally and for team members.
• Drive accountability for time management and work effort within the ticketing system.
• Coach, motivate, and develop team members to enhance technical and customer service skills.
• Coordinate daily team responsibilities, fostering a strong customer service culture.
• Ensure high-quality service delivery, adhering to agreed-upon SLA commitments.
• Manage team performance by setting clear expectations, reviewing results, and addressing underperformance.
• Promote a culture of continuous improvement and process optimization.
• Function effectively in a technology-driven, team-based environment.
• Identify and recommend process improvements to enhance business efficiency.
• Resolve escalations and complex issues with urgency and superior customer service.
• Act as an escalation point for Field Service tickets.
• Ensure the Managed IT Field Service Team meets or exceeds company goals.
• Perform other duties as assigned.

Qualifications:

• Proven experience in IT support, network management, or a related technical field.
• Strong leadership and team coordination skills.
• Excellent problem-solving abilities.
• Exceptional communication skills, capable of explaining complex technical details clearly.
• Experience managing projects, especially desktop deployments, across multiple team members.
• Familiarity with IT infrastructure, ticketing systems, and CRM tools.
• Proficiency in Microsoft Office Suite.

Additional Attributes:

• Ability to operate autonomously while being part of a larger team.
• Strong organizational skills with meticulous attention to detail.
• Willingness to learn and adapt to new technologies and methods.
• Comfortable with travel as needed.

Education:

• Bachelor's degree in information technology, Computer Science, or equivalent experience

Our Commitment to Diversity and Inclusion

Pacific Office Automation is proud to be an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, gender, sexual orientation, gender expression or identity, age, religion, veteran status, or any other characteristic protected by law. We celebrate our employees' differences because we know that diversity makes us stronger