Tier 1 Field Support Specialist

3 months ago

Minneapolis, United States Teal Full time

Job Title: Tier 1 Field Support Specialist

Reports To: Manager, Service

FLSA Status: Non-Exempt

Job Overview: As directed by the POD lead, this role is pivotal in delivering exceptional remote and onsite support to our clients. The Tier 1 Field Support Specialist ensures seamless delivery and maintenance of Teal's managed services. Responsibilities include onsite technical assistance, troubleshooting, and contributing to the overall success of our clients' IT infrastructure. Strong technical expertise, problem-solving skills, and effective communication with both technical and non-technical stakeholders are essential. This position is full time in the office.

Essential Functions
• Provide on-site technical support to clients, ensuring prompt resolution of hardware and software issues.
• Perform installations, configurations, and maintenance of IT systems and networks.
• Diagnose and resolve technical issues, escalating problems to appropriate channels when necessary.
• Work with our clients in a remote support capacity.
• Collaborate with remote support teams to troubleshoot and resolve complex technical issues.
• Communicate effectively with clients to understand and address their technical concerns.
• Provide clear and concise explanations of technical solutions and recommendations.
• Maintain accurate and up-to-date documentation of client configurations, issues, and resolutions.
• Provide detailed reports on field activities and technical issues to the support team.
• Conduct routine preventive maintenance to ensure the optimal performance of clients' IT systems.
• Identify and recommend improvements to enhance system reliability and efficiency.
• Stay updated on the latest technologies and industry trends.
• Other duties as assigned.

Qualifications
• 1-2 Years of Help Desk Support experience.
• Proven experience as a Field support or similar role.
• Technical certifications (e.g., CompTIA A+, Network+, Cisco CCNA) are highly desirable.
• Strong knowledge of IT systems, networks, and hardware.
• Excellent problem-solving and troubleshooting skills.
• Effective communication and interpersonal skills.
• Ability to work independently and collaboratively in a team environment.
• Valid driver's license and willingness to travel to client sites as needed.
• Excellent communication skills, both written and verbal, with the ability to convey technical information clearly to both technical and non-technical audiences.
• Demonstrated ability to work effectively both independently and as part of a team, collaborating with colleagues to achieve common goals.
• Support and adhere to our company's core values.
• Maintain professional appearance and conduct at all times.
• Adheres to company work practices.

Physical Requirements
• Hearing: Adequate to perform job duties in person and over the telephone.
• Speaking: Must be able to communicate clearly with clients in person and over the telephone.
• Vision: Visual acuity adequate to perform job duties, including reading information from printed

sources and computer screens.
• Other: Requires occasional lifting and carrying items weighing up to 40 pounds unassisted.

Requires frequent bending, reaching, and repetitive hand movements (specifically

keyboarding

and writing), standing, walking, squatting, and sitting, with some lifting, pushing, and pulling.

exerted regularly throughout a regular work shift.

The above is intended to describe the general content and requirements for the performance for this position. It is not to be construed as an exhaustive statement of duties, responsibilities, or requirements.

TEAL IS AN EQUAL OPPORTUNITY EMPLOYER

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