Field Service Technician

1 month ago
US-NY-New York
Category
Support Services
Experience Level
Staff
Shift (Days/Times)
M-F, 9am-6pm

Overview

The Field Services Technician provides technical assistance to computer system users.  Responsibilities include answering questions or resolving computer problems for Clients in person, via telephone, or from remote location as well as providing assistance concerning the use of computer hardware and software, printer installations, word processing, electronic mail, and operating systems. 

Responsibilities

  • Provide on-site technical support to system users by troubleshooting issues and working directly with vendors to resolve major hardware and software problems
  • Maintain systems, install new equipment, and make modifications to client infrastructure as requested
  • Assist system users by confidently troubleshooting Tier 3 and Tier 4 issues, including: Active Directory, MS Exchange, BES Server, and DNS
  • Evaluate client’s operational efficiency of different IT systems and recommend improvements.
  • Manage ticket queue by manually documenting, tracking, and monitoring problems while ensuring all tickets are responded to and closed in a timely manner
  • Interact with RFA clients using clear and concise communication in order to facilitate ticket status updates and product availabilities.
  • Manage MS Exchange environments and Active Directory (e.g., add, delete, change) as needed and keep up-to-date.
  • Effectively demonstrate a sense of urgency while acting in a professional, calm manner and manage appropriate and realistic expectations to ensure overall client.
  • Leverage critical thinking skills to evaluate all possible solutions and use appropriate judgment to apply most effective resolution methodology.

Qualifications

  • Bachelor’s degree in Computer Science, Information Technology, or equivalent level of hands-on experience.
  • 3-7 years of related IT experience in an enterprise or server based environment.
  • Must have 3+ years of recent end-user technical support experience.
  • Financial services industry and MSP experience preferred.
  • Excellent desktop and server troubleshooting skills.
  • Strong hands-on experience in Windows Server, MS Exchange, Active Sync, Active Directory, Remote VPN Software, LAN/WAN, and Microsoft Office Suite.
  • Knowledge of VMware, Citrix, MDM (Mobile Device Management), Disaster Recovery, and Cisco.
  • Impeccable verbal/written communication.
  • Exhibit a high-level of professionalism and sound judgment.
  • Experience with ConnectWise or similar ticketing system preferred.

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