IT Field Technician

Full job description Overview Advanced Tech Managed Services, one of the Carolinas' premier MSPs, is seeking an experienced and hardworking Field Support Technician. Our combination of professional support coupled with a casual environment for our technicians and engineers makes Advanced Tech a fun and challenging environment to showcase your current skills and continually learn, grow and succeed. ATMS' Field Support Technicians are a critical component to our continued success. Our field technicians will be the first to aid clients with support calls that require hands on service. Customer service and a positive attitude is paramount, along with a keen technical mind and the ability to diagnose and resolve the client's issue quickly.

RESPONSIBILITIES & TASKS CUSTOMER SERVICE

Delight our clients with a friendly, timely and professional experience On-Site hardware maintenance and support

• Travel onsite and deliver equipment/troubleshoot issues while building rapport with clients.
• Install/Troubleshoot cabling
• Terminate Cat5/6
• Troubleshoot issues across Windows environments, Microsoft 365, networking, and endpoints Maintain company vehicle and exercise safety while driving Maintain accurate documentation in our PSA and knowledge base

USE OF OUR TICKETING SYSTEM

Use our Ticketing System to work on and resolve helpdesk tickets & field service requests Managing and recording all work though our ticketing system Ensuring client documentation is well maintained. Working closely with co-workers and the service coordinator to schedule on-sites and verify optimal support

PROJECT WORK

Coordinate with senior engineers to help deliver project material or support success either on site or remotely Ability to occasionally work after normal business hours to complete project work as needed

COMMUNICATION, REPORTING & RISK

Escalate tickets that require senior engineer support based on internal escalation policies Communicate to the client the status of their issue every step of the way, notify them of any changes or outages related to their issue. Identify, Communicate and Mitigate potential risks to senior engineers while on-site or performing remote support as needed

TEAMWORK

Follow the schedule provided Follow Standard Operating Procedures (SOPs) for daily / weekly recurring tasks. Follow all our Security Procedures and Keeping a Vigilant Eye for Security Issues Identify opportunities for improvement and make constructive suggestions for change. Contribute to the process of innovative change effectively. Undertake other duties as required by company executives or direct managers

SKILLS AND ATTRIBUTES REQUIRED

Experience working either on a Helpdesk or as a field technician for a Managed Service Provider (MSP) / IT Support Business The ability to solve a variety of IT issues both remotely and on-site Great written and oral communications skills Basic to intermediate understanding of

AD, DNS, CLI

Intermediate understanding of support tools, techniques and how technology is used to provide services. Intermediate understanding of operating systems, business applications, printing systems and network systems Intermediate diagnosis skills of technical issues related to end-user hardware, software and network devices. Intermediate experience and understanding of structured cabling (tone & probe, Cat5e/Cat6 termination, patch panel punch down) Intermediate experience and knowledge of VoIP systems Intermediate experience and knowledge of working with the Microsoft 365 Platform Intermediate experience installing and maintaining networking equipment. Advanced experience in clean workstation installations (tidy cable management for end-user devices, such as computers, monitors, printers, etc) The ability to keep up with & adapt to the fast-paced IT world. Valid Driver's license & Lives within the Greater Charlotte Area

NICE TO HAVE

Experience using a Ticketing system / RMM Tool and PSA software Experience working with any or all the following software/hardware: Standard Managed Services RMM and PSA tools Some knowledge of

CMMC 2.0

Pay:

$55,000.00 - $60,000.00 per year

Work Location:

In person