L1 Field Services Technician- II

The Field Service Technician plays a pivotal role in enabling a seamless user experience. Responsibilities encompass a wide range of tasks, from meticulously tracking orders to efficiently managing hardware and accessory deployment. Field Service Technicians are the backbone of front-line user support, ensuring that conference rooms are well-maintained and behind-the-scenes user setups are flawlessly executed.

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
• Proactive in mastering all aspects of service delivery processes, communication, and the quality of your work
• Facilitate and promote a team culture that encourages ownership of team goals, trust, respect, and strong cross-collaboration throughout the service program
• Possess the ability to assist with a variety of basic technical issues, including but not limited to applications, hardware, and mobile technologies
• 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.)
• Knowledge of hardware (desktop/laptop) deployment methods using image deployment tools
• 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
• Active listening and detail-oriented to perform and document your work effectively
• Enjoy working with collaborative individuals and understand you are in a customer-facing support role
• Strive to deliver a high-quality user support experience
• Excellent written and verbal communication skills are second to none
• Self-motivated and the ability to execute tasks and handle time-sensitive situations
• Commitment to excellence