Field Services Technician II

Field Services Technician plays a pivotal role in enabling a seamless user experience, providing end-to-end onsite and remote user support, and ensuring high-quality solutions and user experiences. They oversee service delivery across client sites, buildings, or specific customer areas, monitoring key performance indicators (KPIs) like Service Level Agreements (SLAs) and quality metrics. They diagnose hardware issues, support AV equipment, and collaborate across teams to ensure smooth operations and customer satisfaction.

Requirements

• High school diploma or general education degree (GED) and 1 to 2 years of related experience and/or training in IT Services
• Strong knowledge of policies and procedures related to requested support activities
• Capable of understanding customer needs and providing a high level of interaction, ensuring customer satisfaction
• Strong working knowledge of Microsoft Windows 11, Mac OS X, Linux Fundamentals, Hardware Level troubleshooting, Hardware Installation, and Upgrades
• Knowledge of basic functionality and use of various mobile devices (iOS, Android, etc.)
• Ability to quickly diagnose, organize, and prioritize competing deadlines and properly set service expectations with clients
• Time Management: Must possess strong time management skills to prioritize tasks effectively, meet deadlines, and deliver exceptional customer support
• Ability to manage multiple priorities and meet deadlines