Remote Tier 2 IT Field Technician SAC )

Job Description

JOB DESCRIPTION

JOB TITLE: Tier 2/Field Services Technician

LOCATION: Jacksonville, FL

IMMEDIATE SUPVR: Field Services Manager/Service Desk Manager

Responsibilities will include, but are not limited to:

Inclusive support

Meet metrics including Service Level Agreements, utilization statistics, customer service statistics, ticket quality, billable hours, and quality of project documentation.

· Ensure Field Services Manager is aware of any upcoming projects or changes that may affect Field Service Team availability

· Keep up to date on the latest technologies

Providing training and mentoring for new employees

Generate SOPs to help others identify and resolve events

Provide availability to Field resources. If a resource is not available, you may be required to visit a customer’s location to backfill during the other technician’s absence

Tier 2 support

Hardware Inventory Management

Security Access Controls

During peak call volumes, outages, or when requested by Service Desk Management, assist the Service Desk by participating in call or email triage/resolution

Provide escalation support for the Service Desk

Call users to provide event resolution and confirmation

Review ‘aging’ tickets to ensure events are well communicated with end users and expectations are being met

Identify common issues received and provide enhanced solutions to expedite resolution

Field/Onsite support ( Periodic )

Perform analysis, diagnosis, and resolution of complex PC problems for a variety of end users, implementing in person or remote corrective solutions, where applicable.

Communicate accurate and timely status of incidents internally and externally, setting expectations and following through with customers and coworkers.

Configure, test, maintain, and troubleshoot end user workstation hardware, software, networked peripheral devices, and networking hardware products, including laptops, desktops, mobile phones, tablets and handheld devices

Regular computer re-imaging inclusive of user data backup and reconfiguration

Support offices, conference rooms, server rooms, IT equipment closets, and warehouses

Support mobile devices

Ship and receive PCs

Support MS Office and email issues

Printer Support

Work with vendors to ensure printers functioning properly

Support installation of printers on PCs

Maintain printers thru scheduled maintenance, where applicable

Accurately document instances of hardware failure, repair, installation, and removal.

Maintain up-to-date knowledge of hardware and equipment contracts and facilitate contract-based installations.

If necessary, liaise with third-party support and IT equipment vendors.

· Field technical questions from team and attempt to resolve prior to escalation to management

REQUIREMENTS OF THE JOB:

Software:

Microsoft Office suite (all versions)

Operating Systems:

All Microsoft Desktop, MAC, IOS and thin client operating systems

Hardware:

· Desktops, laptops, wireless devices, A/V, network printers

Education:

High school degree or equivalent required

Associate’s degree in IT or related field preferred

Experience:

3-5 Years desktop support role

Certifications:

A+, Net +, MCP, ITIL v.3, MAC certified technician

Other:

· Candidate must be a good “organizational fit” with the rest of the team.

· Strong understanding of Windows Active Directory users and computers.

· Strong understanding of Windows permissions.

· Excellent communication skills.

· Ability to multitask in a fast paced environment.

· Must be creative and flexible.

· Strong interpersonal skills essential.

· Good attendance required.

· Ability to effectively build relationships with customers.

· Ability to quickly learn to support proprietary client applications

· Comfortable performing remote support

· Must be aggressive and highly motivated individual who can take initiative and work independently

· Excellent written and verbal communication skills

· Strong organizational and project management skills and the ability to multi-task

· Strong creative and analytical skills

· Internet savvy and computer skills

· Must know how to manage multiple deadline schedules

· Strong attention to details and deadlines.

· Good attendance required.

Travel: Yes

If yes, how often:

Travel required between multiple locations in and around the Jacksonville area.

On-Call Duty: No

If yes, how often: n/a

(On-call duty requirements are subject to change.)

Physical Requirements: YES

If yes, describe: 30 – 100 lbs. (Computer equipment)

How often? Frequently

Job Status: Full-time/salaried (40 hrs);

Core work hours/days: 7am-4pm M-F

Company Description

Enterprise Integration, acknowledged by CRN as one of North America's top managed service providers, is headquartered in Jacksonville, Florida. EI is an onshore IT managed service provider and is uniquely qualified to meet your needs. EI, through digital robotics technology, delivers a comprehensive solution designed to increase user productivity, decrease risk, and provide a predictable cost model for IT all with world-class customer service. We have the right people, processes, and tools to provide your company with the highest quality and most flexible solutions to meet your specific needs.

To learn more about us and our suite of services, visit