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IT Field Service Technician III

Company: CompuCom
Location: Tampa
Posted on: August 16, 2019

Job Description:

Overview The IT Field Service Technician III is a high-level small business professional driving our SMB Managed IT As A Service (MITaaS) Onsite delivery for MSP offerings within CompuCom. They will deliver technical onsite support expertise including network/equipment/software evaluation, equipment installation/configuration, software installation/configuration, and all break/fix repairs within the SMB environment for the SMB business. LEVEL OVERVIEW: The IT Field Service Tech III has the ability to solve a wide range of difficult problems using professional concepts and company policies and procedures in imaginative and practical ways. Works on problems of diverse scope where analysis of data requires an evaluation of identifiable factors. Exercises judgment within defined procedures and practices to determine appropriate action. Normally receives general instructions on routine work, detailed instructions on new assignments or projects. Delivery of CompuCom's complete network design, equipment, and software solutions based on customer site evaluations. Install, setup, and configure all network/equipment/software/hardware for the client. Provide client support and post-install support for installations, configurations, software, and break/fix repairs including ongoing technical support in both the live environment as well as via phone conversation and/or remote connectivity as required. ESSENTIAL FUNCTIONS: High level of expertise and extensive knowledge working with SMB Networks including design assistance, planning, implementation, configuration, Security, Wi-Fi, VoIP, Packet prioritization, Internet connectivity, Firewalls, VPN's, VLAN's, advanced troubleshooting, and resolution support for both local and wide-area networks. Highly skilled in the areas of complex devices such as network routers, switches, concentrators, hubs, wireless access points, fiber optics, telephony circuits/equipment, security/video surveillance systems, servers, and storage arrays. Widely experienced with a variety of Network, Workstation, Laptop, and Server hardware manufacturers such as Cisco, Dell, HP, IBM, Apple, and Lenovo as well as the operating systems that run on these platforms including various versions of Microsoft Workstation/Server operating systems, Apple McIntosh OS X, Virtualization packages. Expert in the area of Backup / Restore solutions for both local Workstation and Server environments including Cloud capabilities. Expertise on high-end Multifunction Print/Copy/Scan/FAX Devices including Lexmark, HP, Xerox. Microdevice (cell phones, tablets, etc.) hardware and software repair/support experience across all major OEM's including Android, Apple IOS, and Windows Mobile operating platforms. Ability to provide advanced technical support via telephone and/or remote connectivity to clients including onsite evaluations for network and equipment proposals, equipment installations, configurations, and resolution assistance on extremely difficult, time-consuming, and chronic break/fix repair issues. Other duties as assigned. REQUIRED EXPERIENCE 8+ years of direct experience and involvement with Network design, planning, and implementation supporting Managed Service Providers (MSP's) client support delivery. Troubleshooting and repairing all network, hardware, and software related issues in an SMB Environment. Bachelor's Degree preferred. REQUIRED SKILLS & CREDENTIALS: Experience working as a small and medium business consultant supporting client project and upgrade plans. Proficient in MS Office. Required industry standard certs include A+, Network+, Server+, CCNA (or higher), ACMT (or ACSP), and MCSE at a minimum. OEM certs from Dell, Lexmark, HP, Xerox, Apple, IOS and similar are strongly preferred. Extensive Operating System and Application installation/troubleshooting experience in both Microsoft and Apple environments. BS in IT or related field preferred. Experience with Connectwise, Automate and Meraki preferred. A minimum of three years of IT Support relating to technical issues involving Microsoft's core business applications and operating systems. Basic remote access solution implementation and support: VPN, Terminal Services, and Citrix. Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security. Experience with Remote Management and Monitoring (Kaseya, Labtech) Basic knowledge and support of disaster recovery solutions. Respond to service tickets based on alerts and notifications generated by a remote monitoring and management system. System documentation maintenance and review in ConnectWise. COMPETENCIES: Creativity: Finding new and innovative solutions to problems requires creativity and ability to look at the "big picture" and understanding impact of upgrades and their effect on other client devices. Problem-solving skills, device management, task prioritization, ticket management, escalation, follow up, and thorough documentation of all activities. Resilient, analytical thinking, multi-tasking skills, superb listening skills, detail and results oriented, patience, and flexibility. Knowledge development, high-end technical writing, ability to train others, problem analysis. Strong attention to Detail and following outlined processes. Ability to Identify and Guard Confidential Information. Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages. Experience working over the phone to resolve customer issues. PHYSICAL & COGNITIVE REQUIREMENTS Ability to travel daily appx 25% Ability to stay overnight on occasion. Read and interpret policies, legal instructions, and technical documentation. Communicate difficult information in a neutral and professional manner. Remain calm in emotionally-charged situations. Manage simultaneous and conflicting priorities. Organize and meet deadlines. Positive mental attitude and good work ethic. Strong skills. Work independently with minimal supervision, and work well with others in a team environment. Learn quickly and support new technologies. Prioritize work efficiently to deal with the most pressing issues first while keeping all customers satisfied with the overall level of support. WORK ENVIRONMENT Work may be required on weekends and non-traditional business hours. Work is generally performed in a client business office. Business casual attire is the standard. Some corporate offices and client sites may have dress codes that exceed guidelines and must be accommodated.

Keywords: CompuCom, Tampa , IT Field Service Technician III, IT / Software / Systems , Tampa, Florida

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