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Field Technician

Norwalk, California, United States
October 11, 2018


Phone Support receiving Customer and internal personnel support calls

Managing Customer and internal personnel support calls including:

Logging and support through trouble shooting or advising

Logging and escalating or routing call as required

Provide case status updates to Customer and internal personnel

Perform the installation, repair and preventative maintenance of computer and related systems

Assist in determining software to meet user requirements

Troubleshoot software and hardware failures and identify network problems when they relate to desktop or laptop computers and peripherals

Develop or assist in development of documentation and standard operating procedures and customer service guidelines relating to IT support of internal support systems

Provide Data Center support including

Daily monitoring / checks

Logging of noted issues

Troubleshoot or assist in troubleshooting of data center related issues

The selected candidate will have strong communication skills and look forward to interacting with customer and internal division personnel including:

Support Center Team members

internal division engineering staff

Sales and marketing

Management and Administrative

Excellent Professional Business Manner & First-Class Customer Service needs to be provided

Candidate traits for this role:

An individual who may be starting out in career

Minimum IT Support experience

Loves tech; a tech geek

Individual who may have some advance repair fixing desktops (i.e. in a Best Buy type environment)

Very enthusiastic individual ready to learn new technology and the business

Excellent customer service/people skills (i.e. Starbucks, McDonalds, Best Buy, etc. environment)

Know how to handle difficult customers and problem solve customer issues

Individual with military disciplines would be great

Must have flexibility to travel to client site at moment’s notice; willing to stay as long as needed

A great opportunity for individual to explore other parts of the country and environments

A team player

Has a passion for phone support

Individual who can maintain calm and collective under stress

This is an entry level position – not looking for:

a seasoned helpdesk individual

those who aspire to try their hand in tech but have no tech exposure or experience

an individual who is not able to handle stress

an individual who is not flexible/willing to travel at moment’s notice; stay as long as needed

Requirements: Minimum 1-year experience

Must have IT desktop support experience

Must be experienced in Levels 1 – 3 tech supports

Experience working in an IT Call Center or Desktop Support environment

Must have excellent customer service skills

Excellent analytical and trouble-shooting skills

Must be focused and ability to provide attention to details

Must have great organization and follow-up skills

Ability to multi-task in a fast-paced environment

Must possess an ambition for learning the business and new technologies

Willing to work overtime as needed

Must be ready to travel at moment’s notice and stay as long as needed

Exceptional communication skills – written and oral