Field IT Support Technician
2 weeks ago
*****This job is located in Livonia, MI*****
Job Summary:
This role is responsible for handling onsite and remote support for our customers. This relates to all technology, including but not exclusive to workstations, servers, printers, networks, and vendor-specific hardware and software. This is a critical role at XFER Communications and is designed to be a stepping stone to allow growth into project lead and network engineering roles.
Essential Duties and Responsibilities:
- IT Support relating to technical issues involving Microsoft’s core business applications and operating systems
- Support of disaster recovery solutions
- Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security
- Basic remote access solution implementation and support: VPN, Terminal Services, and Citrix
- System documentation maintenance and review in our ticketing system
- Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
- Traveling to client sites to perform tasks that are unable to be completed remotely
- Onsite new hardware deployment and onboarding
- Basic low-voltage wiring
Additional Duties and Responsibilities:
- Improve customer service, perception, and satisfaction
- Fast turnaround of customer requests
- Ability to work on a team and communicate effectively
- Work with the Service Desk Dispatcher to ensure requests are routed to the proper resource to be resolved quickly and efficiently
- Responsible for entering time and expenses as it occurs
- Enter all work as service tickets
- Work through a daily schedule in the ticketing system that has been established through the dispatch process
- Understand processes in ticketing system by completing assigned training materials
Knowledge, Skills, and/or Abilities Required:
- Advanced understanding of operating systems, business applications, printing systems, and network systems
- Interpersonal skills: such as telephony skills, communication skills, active listening, and customer-care
- Diagnosis skills of technical issues
- Dependable transportation
- Ability to multi-task and adapt to changes quickly
- Technical awareness: ability to match resources to technical issues appropriately
- Service awareness of the organization’s key IT services for which support is being provided
- 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
- Minimum 2 years’ experience in a related field
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