Field/Project Support Technician

About the role

The Field Support Technician (FST) is a dispatched onsite support representative and critical piece of the technical services team. The FST provides holistic support to clients and may provide service onsite or remotely depending on needs.

Responsibilities

• Monitor PSA scheduling tool to see what tickets have been assigned, the scheduled activities, and their budgeted time windows.
• Communicate with Operations/Dispatch to ensure that time estimations and scheduled events are feasible and will meet client expectations.
• Communicate with clients and Operations/Dispatch while in the field when completing tasks and/or when scheduling changes are needed.
• Communicate with Technical Account Managers (TAM) to better understand technical vision for managed clients.
• Provide feedback to TAMs regarding client engagements that could result in new opportunities for client including but not limited to hardware sales, training needs, or other reasonable technology implementations.
• Review and document procedural items for clients related to end user workflows and functions as available for quicker responsiveness and support for line of business applications utilized by clients.
• Continuous education regarding PSA tool, RMM tools, and technical solutions offered.
• Adhere to all standards and guidelines developed by the management team as well as the employee handbook.

Qualifications

• Associates's degree (A. A.) from two-year college or trade school; or one to two years related experience and/or training; or equivalent combination of education and experience.
• Must hold at least one high-level vendor certification such as Cisco CCNA, Microsoft MCITP, VMWare VCP, or similar certification.