Field Service Technician - Level 1

Job Description

This job is located in Livonia, MI

Job Summary:

This role is responsible for handling onsite and remote support for our customers. This relates to all technology, including but not exclusive to workstations, servers, printers, networks, and vendor-specific hardware and software. This is a critical role at XFER Communications and is designed to be a stepping stone to allow growth into project lead and network engineering roles.

Essential Duties and Responsibilities:

IT Support relating to technical issues involving Microsoft’s core business applications and operating systems

Support of disaster recovery solutions

Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security

Basic remote access solution implementation and support: VPN, Terminal Services, and Citrix

System documentation maintenance and review in our ticketing system

Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages

Traveling to client sites to perform tasks that are unable to be completed remotely

Onsite new hardware deployment and onboarding

Basic low-voltage wiring

Additional Duties and Responsibilities:

Improve customer service, perception, and satisfaction

Fast turnaround of customer requests

Ability to work on a team and communicate effectively

Work with the Service Desk Dispatcher to ensure requests are routed to the proper resource to be resolved quickly and efficiently

Responsible for entering time and expenses as it occurs

Enter all work as service tickets

Work through a daily schedule in the ticketing system that has been established through the dispatch process

Understand processes in ticketing system by completing assigned training materials

Knowledge, Skills, and/or Abilities Required:

Advanced understanding of operating systems, business applications, printing systems, and network systems

Interpersonal skills: such as telephony skills, communication skills, active listening, and customer-care

Diagnosis skills of technical issues

Dependable transportation

Ability to multi-task and adapt to changes quickly

Technical awareness: ability to match resources to technical issues appropriately

Service awareness of the organization’s key IT services for which support is being provided

Understanding of support tools, techniques, and how technology is used to provide IT services

Typing skills to ensure quick and accurate entry of service request details

Self-motivated with the ability to work in a fast-moving environment

Minimum 2 years’ experience in a related fieldCompany Description

XFER Communications is the leading provider of voice and data solutions to business customers in Southeast Michigan. We are a rapidly growing company that puts our customers first while using technology to solve their business needs. We are looking for new team members that are willing to learn and grow in an exciting fast paced environment.