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Corporate Field Services Technician
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Compunnel, Inc.
Canton, NY (In Person)
Full-Time
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Job Description
JOB SUMMARY
The Corporate Field Services Technician will provide technical assistance and support for incoming service requests/incidents related to computer systems, software, hardware and infrastructure both in-person and (at times) remotely. This position requires the candidate to be available for on call 24/7 coverage. Candidates will rely on internal training, previous knowledge, and informed judgment to identify, diagnose, and resolve or route tickets accurately and in accordance with documented processes. The primary role of the Field Services technician is to restore service, NOT root cause analysis. Performance is measured on a variety of key performance indicators, priority matrix comprehension/adherence, SLA, and customer service. The successful candidate will provide excellent customer service and adhere to all service management principles, documented processes, and team guidelines. This role requires the ability to interact professionally with a diverse group of customers, team members, managers, and subject matter experts in-person. The Corporate Field Services technician will take ownership of follow up status and communicate progress regularly to both their customers and leadership (when requested). Excellent communication skills, prompt time-to-resolution/fulfillment, technical knowledge, organizational skills, and multitasking are necessary attributes to meet the expectations of the position. Key Responsibilities Daily tasks include (but are not limited to): o Active Directory Administration o Limited support for corporate mobile devices o Familiarity with cloud applications (OneDrive, Office365, etc.) o Troubleshooting Cisco VPN connectivity o Familiarity supporting Citrix connectivity o Remediating Symantec Endpoint Protection o Dameware remote connection/utilization o Altiris Deployment server utilization o Asset management skills o Microsoft Edge and various browser(s) support o Installation/configuration of various Adobe products o Installation/configuration of Check Point endpoint client software o Conference Room equipment o Printer/driver troubleshooting & installation o ServiceNow utilization o Cisco WebEx service support o Deployment/configuration of standard IP telephony o Hardware ordering/deployment Additional responsibilities may include: o Documentation (records) management o Knowledge base utilization o Project interaction o Customer scheduling/follow-ups o End user equipment moves (disconnect/reconnect) o Multi-team interaction and/or technical roundtable participation o Standard device imaging via USB/PXE server(s) o Smart-Hands tasks/functions outside of standard operational work Required Qualifications The candidate will possess an aptitude for working with Microsoft-based applications, with emphasis on Windows 7/10 and MS Office suites (2010/2013/2016/O365). The initial location of assignment is subject to change at any time given that Field Services operates and travels between various sites to facilitate end-user requests/issues. The role may require some light travel as needed for event support and/or remote sites with customers needing assistance. Preferred Qualifications o Associates Degree (at least) OR 3-5 years IT experience o Hardware Experience (beyond imaging/deployment) Preferred Certifications- CompTIA IT Fundamentals
- CompTIA A+
- CompTIA Cloud+
- CompTIA Mobility+
- CompTIA Network+
- CompTIA Server+