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Field Services Technician

2 months ago

Jackson, Mississippi, United States R3 LLC Full time

Position Overview: As a Field Services Technician at R3 LLC, you will leverage your exceptional customer service skills and foundational IT knowledge to support our clients effectively.

Key Responsibilities:

  • Deliver comprehensive onsite, telephonic, and digital technical assistance to end users across various support domains.
  • Manage account details and ensure the procurement, installation, configuration, and troubleshooting of hardware, software, and peripherals.
  • Provide training and support to end users, alongside basic network assistance.
  • Conduct advanced troubleshooting to resolve hardware and software issues, ensuring meticulous documentation of ticket information and timely follow-ups to meet service level agreements.
  • Act as a technical escalation point for Solution Center Engineers, ensuring seamless support for our clients.
  • Document and implement best practices, procedures, and installation sequences.
  • Collaborate with the Project Management Office during special project rollouts to maintain high support levels for end users.
  • Safeguard client data, ensuring confidentiality, integrity, and availability.
  • Proactively identify potential issues, analyze solutions, and drive implementation of resolutions.

Qualifications:

A bachelor’s degree or equivalent experience in Computer Science, Information Systems, Computer Engineering, Business, or a related field is required. Technical training combined with industry certifications may fulfill some educational requirements.

Experience with service management help desk tools and knowledge of networking products, including firewalls, switches, and wireless access points, is advantageous. Certifications from CompTIA, Microsoft, or HDI are considered a plus.

As a valued member of the R3 team, your commitment to delivering exceptional quality and results that surpass client expectations is essential.