Technician, Field Services

About the Role

IT Solutions is a nationally recognized leader in the IT space, with over 25 years of experience and thousands of satisfied clients. We specialize in providing high-end technology solutions to small and mid-market businesses. As a Managed Service Provider, we live our values: Client Success is Our Success, Hungry for the Journey, Ownership Thinking, Passionate Problem Solving, and Surrender the Ego. If these values align with yours, we invite you to join and grow with us as we innovate new ways to help businesses Experience Excellence.

The Technician, Field Services is part of the Managed Services team responsible for multiple clients onsite and handling escalated inquiries for the client’s products and services. The ideal candidate is a dedicated, relentless problem solver who applies logic and an instinctive approach to resolving technical issues. Most of our clients rely on us as their sole technological resource, so this role requires enjoying learning new technologies on the fly while solving diverse technical challenges. You should understand the value of best practices and have the foresight to thoroughly consider all potential outcomes before making impactful changes. Managing the stress of client-down situations while providing excellent customer service is paramount.

Responsibilities

• Travel onsite to client offices to provide services; days not spent traveling will be worked onsite at IT Solutions or, at times, from home.
• Install and configure workstations, laptops, printers, routers, and other peripheral equipment.
• Answer technical service calls and create customer tickets.
• Troubleshoot and triage customer issues, getting to the root of the problem in a timely manner and documenting the issue(s).
• Provide phone and onsite support to end users with an enthusiastic attitude to analyze, troubleshoot, and resolve issues to the customer’s satisfaction.
• Ensure creation of tickets and escalate to appropriate groups as needed.
• Analyze and troubleshoot logs, track the nature and resolution of problems, and perform tier-one levels of routing incident analysis.
• Interact and work directly with multiple advanced technician groups and vendors to escalate technical issues, provide client updates, and drive incidents to resolution, often collaborating between more than one group at a time.
• Work regularly with the client’s internal service and project coordinators who assign tickets.

Requirements

• Bachelor’s Degree or equivalent level of experience in a related field.
• 2 years in a helpdesk role, triaging reported issues and incidents by customers.
• 1+ years’ work experience as a Network Administrator installing, configuring, maintaining, and troubleshooting network, data center, and security technologies.
• Experience managing or troubleshooting all Windows desktop and Windows Server (2012-Current) versions.
• Experience managing or troubleshooting Office 365 Exchange online and Microsoft Exchange 2013-Current.
• Experience with any of the following firewalls and remote access VPNs: Cisco AnyConnect, Meraki, Sonicwall, Fortinet, etc.
• Experience with a ticketing system, such as ConnectWise Manage.
• Experience with any of the following: ConnectWise, Solarwinds, Cisco Networking Products, Ubiquiti, Ruckus, Aruba, VMWare, Dell, and Adobe.
• Good understanding of Active Directory: manipulating users/groups and performing Office 365 Administration.
• PC/Workstation migration and setup experience.
• Experience working with and providing support utilizing Remote Management Tools.
• Must have reliable transportation; the majority of work is at client offices across the Orange County, CA area (mileage reimbursed), with some work from home.
• Ability to lift at least 50 pounds and be comfortable climbing step ladders.

Skills

• Confident and comfortable with client-facing activity.
• Strong oral and written communication skills.
• Ability to communicate effectively with internal team members, customers, clients, and stakeholders.
• Exceptional organizational skills, including the ability to self-manage and multi-task effectively and accurately in a fast-paced, dynamic environment.
• Understanding of all Microsoft 365 offerings and a basic understanding of Active Directory.
• Ability to troubleshoot and configure hardware such as printers and laptops.
• Demonstrates a passion for solving problems or helping others and takes initiative in driving continuous improvement and execution excellence.
• Maintains the ability to stay organized and be detail-oriented.

Qualifications

• CompTIA A+, Microsoft Windows, or Apple macOS certification (Cisco Certifications a plus).
• Proficient in a recent version of Microsoft Office suite.

Pay

This position is eligible for an hourly salary of $22–$24 per hour, commensurate with experience.

Benefits

• Rich medical and prescription plans.
• Dental and vision coverage.
• Paid holidays and flexible paid time off.
• 401K/401K Roth with Safe Harbor matching.
• Stock Appreciation Rights.
• Company-paid life insurance, long-term and short-term disability insurance.
• Company-paid mental health support and financial wellness services.
• FSA for medical and dependent care.
• HSA option with compatible medical plan.
• Company-paid training, materials, and exams.
• Performance-based bonuses.