Field Service Technician

21 hours ago

Tucson, Arizona, United States IT Solutions LLC Full time
About the Position

IT Solutions LLC is seeking a highly skilled and experienced Field Service Technician to join our team. As a key member of our Managed Services team, you will be responsible for providing technical support and services to our clients, ensuring their IT infrastructure is running smoothly and efficiently.

Responsibilities
  • Manage and respond to service tickets in a timely manner, providing excellent customer service and support.
  • Provide technical support and troubleshooting for network, data center, and security technologies, including Cisco, Sonicwall, Palo Alto, Juniper, F5, HP, Aruba, VMWare, Hyper-V, NetApp, and other technologies.
  • Analyze and troubleshoot logs, track the nature and resolution of problems, and perform all levels of routing incident analysis.
  • Use monitoring tools to investigate potential issues or respond to monitoring events, including Kaseya VSA, Connectwise Automate, LogicMonitor, Nagios, and other tools.
  • Assist in monitoring and maintaining network hardware and software, analyzing and troubleshooting logs, and tracking the nature and resolution of problems.
  • Interact with telecommunication, hardware, and software vendors to drive resolution of issues, providing regular progress updates to incident stakeholders.
  • Work directly with multiple advanced technician groups and vendors to escalate technical issues, provide client updates, and drive incidents to resolution.
  • Produce detailed service reports regularly, communicating updates or changes internally and to clients.
  • Travel onsite to client offices as defined to provide services, with some work done from home or at IT Solutions LLC.
Requirements
  • Confident and comfortable with client-facing activity.
  • Strong oral and written communication skills.
  • Ability to stay organized and be detail-oriented.
  • Demonstrates a passion for solving problems or helping others and takes the initiative in driving continuous improvement/execution excellence.
  • Exceptional organizational skills, including the ability to self-manage and multi-task effectively and accurately in a fast-paced and dynamic environment.
  • Understanding of all Microsoft 365 offerings, as well as a basic understanding of Active Directory.
  • Ability to lift at least 50 pounds and be comfortable with climbing up step ladders.
Experience
  • Bachelor's Degree, or equivalent level of experience in a related field.
  • 3 years in a helpdesk role, triaging reported issues and incidents by customers.
  • 2+ years' work experience as a Network Administrator installing, configuring, maintaining, and troubleshooting network, data center, and security technologies.
  • Experience managing or troubleshooting all Windows desktop and Windows Server (2012-Current) versions.
  • Experience managing or troubleshooting with Office 365 Exchange online and Microsoft Exchange 2013-Current.
  • Experience with any of the following firewalls and remote access VPNs: Cisco AnyConnect, Meraki, Sonicwall, Fortinet, etc.
  • Experience with a ticketing system, such as ConnectWise Manage.
  • Experience supporting virtual desktop environments: Multi-Server Remote Desktop Server farm w/ Secure Gateway is preferred.
Compensation Package
  • Rich Medical and prescription plans.
  • Dental & Vision.
  • Paid Holidays and Flexible Paid Time Off.
  • 401K/401K Roth with Safe Harbor matching.
  • Stock Appreciation Rights.
  • Company-paid life insurance, long-term and short-term disability insurance.
  • Company-paid mental health support & financial wellness services.
  • FSA for medical and dependent care.
  • HSA option with compatible medical plan.
  • Company-paid training, materials, and exams.
  • Performance-based bonuses.

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