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Field Technical Support Representative

2 months ago

Cockeysville, United States HeartCentrix Solutions Full time

Responsibilities:

  • Provide on-site field support to customers, including the installation, servicing, and repair of systems and equipment. Verify and approve the operational quality of system equipment.
  • Resolve customer issues related to hardware installation, repair, upgrades, and maintenance. Assist in investigating and resolving complex installation and maintenance issues.
  • Instruct customers on the operation and maintenance of systems and equipment, ensuring they are confident in using the technology.
  • Ensure that unresolved issues are referred to the appropriate personnel or service areas for follow-up, testing, and troubleshooting.
  • Serve as a liaison with customers on both administrative and technical matters related to assigned projects, fostering positive customer relationships.
  • Perform analysis and prepare reports on system problem trends and issues to help improve service quality and customer satisfaction.
  • Troubleshoot user accounts as part of your technical support duties.
  • Demonstrate a strong understanding of SCCM, VPN, Azure, O365, and Windows 10 & 11 to effectively support customers.


Qualifications:

  • Proven experience in field support or a similar technical role.
  • Strong knowledge of SCCM, VPN, Azure, O365, and Windows 10 & 11.
  • Excellent problem-solving and troubleshooting skills.
  • Ability to communicate effectively with customers and provide clear instructions.
  • Strong analytical skills to identify trends and issues in system performance.
  • Ability to work independently and as part of a team.


Additional Information:

  • This position may require travel to customer sites.
  • Flexibility in working hours may be required to accommodate customer needs.