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Computer Networking Field Service Technician

Job Description

Recommended Certifications:



  • Administering Windows Server 2012

  • Comptia A+ Certification

  • Comptia Network+ Certification


Description:


The field technician's role is to be able to perform basic diagnostics and have the diagnostic skills to be able to work both in-shop and on-site through most workstation, server, and network issues. This includes analyzing, documenting, and actively resolving end user help requests. Problem resolution may involve the use of diagnostic and help request tracking tools, collaboration with colleagues, as well as require that the individual give in-person, hands-on help at the desktop and server level. This individual assist with support issues the helpdesk technician is unable to complete and responsible for detailed documentation for knowledge base articles on these issues. This position will also spend time "in the field" and working on project preparation and implementation. Field technicians will also help maintain and develop proactive monitoring systems to diagnose potential issues in client networks. Compensation plans are certification based. We help our staff build a certification plan and provide funding to pay for additional training and certification classes. We work to help all of our staff advance in their jobs and open up additional opportunities internally.


Duties:



  • Resolve customer service tickets in a timely and professional manner as directed by the Service Coordinator

  • Document all work and ticket resolutions

  • Identify problems or potential shortcomings on customer systems and report them to Service Coordinator

  • Provide basic VoIP phone support

  • Answer incoming calls and enter ticket/client communications

  • Provide level 2 helpdesk support to clients via phone and onsite.

  • Serve as a mentor and example to the L1 helpdesk technicians in how to effectively troubleshoot and resolve tickets.

  • Work closely with the Helpdesk team and Dispatcher to ensure efficiency and accountability within the team.

  • Maintain proactive services and spot check automated tasks

  • Project staging and configuration.

  • Document customer networks and software.

  • Knowledgebase documentation of implementations & issues

  • Escalate tickets and issues to Level 3 systems engineers when necessary

  • Participate in on-call schedule



Company Description
TimbukTech, Inc is a growing IT Services company with three locations throughout central Illinois (Canton, Macomb, and Washington). We have built a great internal culture and have an exciting place to work with an energetic staff. We have a lot of fun while still taking the work seriously and serving our clients throughout Central Illinois.



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