Field Technician (37991)
Irvine, CA

Job Description

The Field Technician is responsible for all onsite service and support needs for our customers in Orange County and surrounding areas. This relates to all technology including: workstations, servers, mobile device, printers, networks, vendor specific hardware / software, and cloud solutions.

Essential Duties and Responsibilities

* Support services for common business applications including: Microsoft Office, Adobe products, etc.
* Support services for Microsoft server-related technologies: Windows Server, Exchange, SQL, SharePoint, etc.
* Technical services and support for LAN / WAN connectivity, switches, firewalls and wireless access points.
* Perform timely and accurate scheduled maintenance and service tasks, as needed, for customers.
* Create and maintain customer documentation to include systems, processes, issue resolutions, etc.
* Communication with customers, as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages.

Additional Duties and Responsibilities:

* Ability to work in a team and communicate effectively.
* Escalate service or project issues that cannot be completed within agreed service levels.
* Business awareness: specific knowledge of the customer and how IT relates to their business strategy and goals.
* Document internal processes and procedures related to duties and responsibilities.
* Review and complete work through service tickets and projects, as assigned by Field Manager or via workflow assignment.
* Enter all work notes in service or project tickets within internal ticketing system.
* Review IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry.

Qualifications

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

* Bachelor's Degree related to Business Information Systems preferred, and/or at least two (2) years of end-user support experience or equivalent combination of education and experience.
* Professional IT Certifications, such as: Microsoft MCP, MCSA, or MCSE, CompTIA Network+, or CompTIA A+.
* Minimum 2-5 years of Helpdesk and/or Desktop Support experience.
* Interpersonal skills, such as: telephony skills, communication skills, active listening and customer-care.
* Analytical, critical and deductive reasoning required to troubleshoot network issues.
* Ability to multi-task, adapt to changes quickly while following processes and procedures, and take directions positively.
* Competent in communicating technical information to technical, as well as non-technical end-users.
* Technical awareness: ability to match resources to technical issues appropriately.
* Service awareness of all organization's key IT Services for which support is being provided.
* Understanding of support tools, techniques, and how technology is used to provide IT services.
* Typing skills to ensure quick and accurate entry of service request