Field Service Support Specialist

CorCystems is a Managed IT Services company located in Ridgefield, CT. We are looking for a new team member in our Service Department to provide exceptional on-site technical support to our managed clients.

About the role

The Field Service Support Specialist is responsible for providing on-site daily technical assistance to clients in a professional and friendly manner. You will triage issues, work as part of a team, troubleshoot remotely and on-site, and use good judgement to escalate issues both to vendors and internally. Consistent persistence is required to ensure proper communication, follow-up, and follow-through.

Responsibilities

• Provide both on-site and remote professional and courteous customer service to clients
• Quickly troubleshoot and resolve technical issues in a ticket queue
• Provide detailed documentation and explain resolutions for scalability of escalated support issues
• Escalate tickets as needed
• Communicate with clients to keep them informed of incident progress, impending changes, or agreed outages
• Work with vendors/partners as needed to resolve client issues
• Support client computer networks and business-related technologies including Windows operating systems, Office 365, Azure, remote access usage, VOIP, mobile devices, etc.
• Perform routine maintenance on PCs, peripherals, and printers
• Troubleshoot Microsoft Active Directory, SonicWall firewalls, Cisco switches (CBS and Catalyst product lines), Ruckus and Ubiquity wireless products, Windows Server, VMware, and Hyper-V

Requirements

• 2+ years of customer service experience
• Ability to de-escalate situations
• Self-motivated with the ability to work in a fast-moving environment
• Valid driver’s license

Qualifications

• BA/BS, preferably in computer science or a related field
• Proven, successful experience working in a Managed IT Services environment or related IT technical support role
• Working knowledge of managing and troubleshooting Microsoft AD, SonicWall firewalls, Cisco switches (CBS and Catalyst), Ruckus and Ubiquity wireless products, Windows Server, VMware, and Hyper-V

Benefits

• Medical, dental, and vision insurance with a substantial healthcare subsidy
• Life insurance
• Paid holidays
• Generous paid time off policy
• 401k with company match
• Use of company car for field site visits to avoid wear and tear on personal vehicle