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IT Field Services Technician

3 months ago

Ottawa, Canada Convergence Networks Full time

**Position Summary and Responsibilities**:
Field Service Technicians are responsible for responding to on-site requests for clients that cannot be resolved remotely. They create cases in the ConnectWise ticketing system, troubleshoot and resolve issues onsite, and when necessary, escalate cases to the appropriate Network Administrator. FSTs have a strong technical background and an ability to listen and communicate effectively with clients and team members alike. While the FSTs work independently for the most part, they have the support of Convergence’s internal team when onsite for assistance when needed. When there is no on-site work, the FST works internally and proactively helping to close other tickets remotely wherever possible.

**What do our Field Service Technicians do?**
- Travel to client sites daily, providing technical support and guidance to end users, including diagnosing end-user issues, network, server, and workstation problems.
- Handle high impact client request, performing ad-hoc, independent troubleshooting in high-pressure situations.
- Keep clients informed of incident progress, notifying them of impending changes or agreed outages.
- Occasionally provide remote assistance for Network Administrators for some project/issue. deployment needs. This will require working closely with internal teammates and the ability to follow verbal and written instructions closely.
- Act as the ‘Face of Convergence’, as you will be interacting face-to-face with nearly all of our clients.
- Remain flexible and adaptable with scheduling, as priorities may change during a shift.
- Other relevant job duties as assigned.

**What skills do I need to be a successful Field Service Technician?**
- Exceptionally strong IT background with a focus on desktop support, implementation, and onsite as well as remote support.
- Experience with administering current Windows desktop operating systems, Exchange, Office 365, and a variety of backup solutions, anti-virus malware removal, and basic knowledge of virtual/cloud-based technologies.
- Ability to work effectively within a team as well as independently.
- Understanding of managed services and the value offered over a typical break-fix environment.
- Excellent communication (verbal and written) at all levels internally and externally, interpersonal business management, time management and developmental skills.
- Skilled at defusing high-stress situations and facilitating resolution to technical problems.
- Willingness to learn, adjust, and grow with our company.
- Ability to multi-task in a fast-paced environment.
- Professional appearance and attitude when interacting with clients in-person.
- Self-starter with a positive attitude.

**What are the qualifications I need to have?**
- High school diploma or equivalent.
- 3+ years of relevant experience which may include Help Desk Technician, Help Desk Analyst, or Tier 2 (or similar) in a tiered environment.
- Valid drive’s license with access to own vehicle.
- Excellent troubleshooting skills with IT and related hardware and software components (PCs, laptops, servers, firewalls, switches, routers, hard drives, Windows operating systems, etc.).
- Knowledge and experience working with Microsoft Office 365, Microsoft Azure and other Cloud service offerings.
- Previous experience providing both onsite and remote/phone support in a fast paced, high volume environment.

**Would be awesome if you have**
- Associate’s degree or higher in Information Technology.
- Understanding of, and a background in working within the IT managed services provider business model, particularly in an IT support role.
- Experience with ConnectWise, Kaseya, or other similar MSP tools and software.
- Apple OSX and iOS experience.

**What is the physical work environment like?**
- This position requires standing, walking, sitting, using hands, seeing, reaching, talking, and hearing. May need to occasionally lift and/or move up to 25 pounds.
- Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Some after-hours work will be required.

**How often will I get formal feedback on how well I’m doing?**
- 90-day, six-month, and annual (12-month) performance reviews, with yearly reviews being a performance and salary review.
- Performance review goals will be established between you and your team leader.
- Regular 1:1 meetings with your Team Leader

**Why should you work here?**
- Awesome, inclusive corporate culture: We have worked very hard to create a culture of unity, transparency, and trust. Our leadership team wants you to be successful, and we will do anything we can to support your personal and professional growth.
- Salary based upon on what you bring to the table.
- Shared group/health benefits plans, including a retirement plan.
- Education and certification reimbursement is also available so we can help you move up the ranks.
- Flexible schedule to fit your family’s nee