Field Service Technician
3 weeks ago
Job Summary
MBC is seeking a highly skilled and motivated Incident Management Technician to join our team. As a key member of our On-Site Incident Management operations, you will be responsible for daily management and scheduling of onsite client support requests.
Key Responsibilities
- Install and repair hardware, software, and peripherals to ensure optimal system performance.
- Oversee the performance of all network equipment while onsite, ensuring seamless connectivity and data transfer.
- Collaborate with the escalations team to complete any onsite tasks required for escalation ticket resolution.
- Perform on-site diagnosis, analysis, and resolution of complex PC problems for various end users, implementing and recommending corrective solutions.
- Engage with clients to ensure their technical needs are met and resolved to their satisfaction.
- Participate in project-based assignments as determined by skill set and project alignment.
- Update service ticket status and details in real-time while at the client site.
- Create detailed documentation during troubleshooting and resolution.
- Communicate technical issues to end users in a clear and concise manner.
- Update clients on ticket status on a continuous basis until resolution.
- Troubleshoot end-user devices, including mobile phones, IP desk phones, tablets, and workstations.
- Keep accurate travel logs and expense travel and parking on a monthly basis.
- Participate in after-hours on-call rotation, scheduled from 5:30 PM to 11:00 PM on weekdays and 9:00 AM to 11:00 PM on weekends.
- Complete prescribed certifications as part of employment with MBC.
Technical Requirements
- Microsoft Office Suites (2007 to current)
- Microsoft Windows 7 and Windows 8
- Microsoft Server 2008/R2, 2012/R2
- Linux
- Active Directory, Print Servers, Folder Permissions, Roaming Profiles as they relate to end users
- Microsoft Exchange and SQL Server management
- Hyper-V and VMWare Virtualization management
- Major Cloud Platforms (Azure, Amazon S3, Office 365, Google Apps)
- Basic understanding of Routing, VLAN, and VPN technologies
- Familiarity with hardware (SonicWALL Firewall and Router devices, Cisco Enterprise Managed Switching devices, Cisco IP Phone devices, Cisco Enterprise Wireless Access Points)
Requirements
- 1+ years of experience in a service desk environment or equivalent experience
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