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Job DescriptionJob Description

Job Description

Service Technician – Level 1

Prerequisites

  • Experience: 0-2 years in IT support
  • Willingness to learn
  • Interest in IT & Networking Concepts
  • Customer Service skills
  • Ability to take things apart and put them back together
  • Valid Driver’s License
  • Must pass a background check

Synopsis

The primary focus of a Level 1 Service Technician will be Remote Support and In-Shop Bench work. The technician will be required to assist with the support of commercial clients via telephone, remote support, or site visit. Issues that cannot be quickly resolved by the technician will be escalated to Level 2 or Level 3 support. The technician may also be required to assist in larger projects under the supervision of a Level 3 technician. THIS IS AN ENTRY LEVEL POSITION.

Duties to be performed by the employee:

Primary Duties

  • Assist in the repair of computer equipment that comes into the repair facility.
  • Malware Removal
  • Basic Upgrades
  • Part Replacement
  • O/S Re-Install/Repair
  • Basic Data Recovery

Data Backup / Migration

  • Perform pre-installation preparation of systems before they are deployed to clients.
  • Provide remote support for customers via VPN, Screen Connect and/or remote desktop.
  • Respond to support requests via telephone and e-mail.
  • Keep accurate documentation of work done and parts used.
  • Secondary Duties
  • Travel to Customers’ sites to troubleshoot, repair, install or sell computer equipment, peripherals, network infrastructure, software and/or services.
  • Assist w/ project work (under supervision) – Cabling, Installation Services, Etc.
  • Any other duties deemed necessary.

ConvexSERV Technology Solutions shall provide:

  • Access to company vehicles when necessary, (mileage will be reimbursed if a personal vehicle is used for company-related travel).
  • Tools, including a field service laptop computer, flash drive with software tools, and any other power tools or hand tools necessary for the assigned project.
  • An email address.
  • Company uniform attire.
  • On the job training, and access to the company’s test environment and software library for educational purposes/

Other expectations of employee:

  • Employee shall adhere to his/her schedule, be punctual, both to the Office at the beginning of the business day and to his/her appointments.
  • He/she shall dress in a professional manner, wearing the provided uniform attire.
  • He/she shall record the details of all service appointments including time and materials used and enter them into the company’s calendar system.
  • He/she shall be assigned a portion of the work that occurs after hours or on weekends to allow for after-hours migrations, Saturday hours, and/or promotional events.
  • We are looking for an employee that will adhere to the schedule and not call out.

Performance expectations of employee:

The Company measures each field employee's productivity using a proprietary formula that tracks the work performed by the employee, sales revenue produced by the employee, the expenses paid to or for the employee as part of the complete compensation package (including salary/wages and benefits), and the profits realized by the company for the work completed. Level 1 technicians are expected to generate net revenue of 2-3x their pay. Any employee who fails to meet this performance standard is subject to demotion, reduction in pay, and/or termination on a prospective basis.