IT Field Services Onsite Support Technician

Role: IT Field Services & Onsite Support Technician

Location Pittsburgh PA (Onsite)

Hire type Full Time

As an IT Field Services & Onsite Support Technician you will be a key member of our team providing essential onsite technical support to our clients. You will be the first point of contact for resolving their technology issues ensuring smooth operations and maximizing their productivity. You will play a crucial role in maintaining the IT infrastructure and ensuring satisfaction. You will troubleshoot diagnose and resolve hardware and software issues ensuring optimal system performance and user satisfaction. This role requires strong technical skills excellent problemsolving abilities and a customercentric approach.

Key Responsibilities:

• OnSite Support:
  • Travel to client sites to provide inperson technical assistance.
  • Install configure and upgrade computer hardware and software.
  • Troubleshoot and resolve a wide range of IT issues including network connectivity printer problems and software malfunctions.
  • Audio and Video equipment Support including Health Checks
• Asset Management & Disposal
• Data recovery and backup solutions

Problem Diagnosis and Resolution:

• Utilize diagnostic tools and techniques to identify the root cause of technical problems.
• Implement effective troubleshooting strategies to resolve issues promptly and efficiently.
• Escalate complex issues to higherlevel support teams as needed.
• Image and install software on Windows and Apple laptops/desktops including IMAC (installations moves additions and changes) and Remote support.
• Coordination with IT Network and Unified Communications team and dispatch vendor technicians to install network equipment coordinate with Clients thirdparty suppliers for issues/repair of circuits and RMA.
• Eyes hands and feet support for network issues including setup installation and supporting the configuration as needed testing circuits connectivity and validation of network equipment.
• Coordinate with external vendors for dispatch support.

Asset Management:

• Inventory and Asset Management Depot Operations
• Ensure proper handling and disposal of IT assets.
• Shipping coordination Disposal redeployment and Asset reclaim including the equipment in Telco rooms.
• Hardware Refresh Depot Services support Warranty and Outofwarranty repair and replacement coordination

Network Management

• Streamline network operations by coordinating with ITNUC teams to schedule efficient installations.
• Proactively address circuit issues and facilitate repairs in partnership with clients thirdparty suppliers to minimize downtime.
• Implement and maintain meticulous cable management practices to ensure optimal network performance and aesthetics.

Customer Service:

• Interact with clients in a professional and courteous manner.
• Clearly communicate technical information to nontechnical users.
• Document all service requests resolutions and client interactions.
• Executive (VIP) Support Work on the issue/troubleshooting remotely with diligence.

Ticket Queue Management

• Act and update the tickets timely with clear information to avoid ticket escalations.
• Daily follow up on the tickets pending for customers or vendors.
• Document the troubleshooting steps followed reasons for pending or transferring to another queue clearly.
• Resolve tickets within the SLA with confirmed resolution to avoid any tickets getting reopened.
• Continued focus on keeping the backlog of tickets low and achieve higher productivity (on average 4 or more tickets per day).

Customer Service:

• Interact with clients in a professional and courteous manner.
• Clearly communicate technical information to nontechnical users.
• Document all service requests resolutions and client interactions.
• Executive (VIP) Support Work on the issue/troubleshooting remotely with diligence.

Ticket Queue Management

Act and update the tickets timely with clear information to avoid ticket escalations.

Daily follow up on the tickets pending for customers or vendors.

Document the troubleshooting steps followed reasons for pending or transferring to another queue clearly.

Resolve tickets within the SLA with confirmed resolution to avoid any tickets getting reopened.

Continued focus on keeping the backlog of tickets low and achieve higher productivity (on average 4 or more tickets per day).

Qualifications:

An ideal candidate to have:

• 35 years of handson experience providing IT support in deskside remote desktop or field environments.
• Proficient in troubleshooting and resolving issues on Windows and macOS devices including laptops and desktops.
• Skilled in efficient Windows OS imaging processes.
• Proficiency in troubleshooting network connectivity issues.
• Knowledge of networking protocols such as TCP/IP DNS DHCP and routing protocols.
• Technical Certifications
• Prior experience in Telcom industry as Field Services Technician will be an advantage.

Hardware Expertise:

Computer Assembly and Repair: Building upgrading and repairing desktops laptops and servers.

Peripheral Device Installation: Setting up printers scanners external hard drives and other devices.

Hardware Troubleshooting: Diagnosing and resolving issues with hardware components like motherboards CPUs RAM and power supplies.

Mobile Device Repair: Fixing cracked screens battery replacements and other hardware issues for smartphones and tablets good to have skill.

Audio Video Equipment: Basic understanding of AV equipment connections.

Software Proficiency

Operating System Installation and Configuration: Installing and configuring Windows macOS and various Linux distributions.

Software Installation and Troubleshooting

Driver Installation and Updates: Installing and updating device drivers to ensure optimal performance.

Data Recovery: Recovering lost data from damaged hard drives SSDs and other storage devices.

Networking Knowledge:

Network Setup and Configuration: Configure network devices including routers switches and WiFi access points.

Network Troubleshooting: Diagnosing and resolving network connectivity issues such as slow internet speeds WiFi problems and network security threats.

Cable Management: Organize and label cables to ensure efficient airflow and accessibility.

Customer Service Skills:

Effective Communication: Clearly explaining technical concepts to nontechnical customers. Excellent verbal and written communication skills.

ProblemSolving: Identifying and resolving customer issues efficiently and accurately.

Patience and Empathy: Ability to build professional rapport with clients and maintain positive relationships.

Attention to detail and strong organizational skills.

Time Management:

Efficient time management to meet deadlines and optimize work schedules.

Additional Requirements:

Valid drivers license and reliable transportation.

Ability to lift and carry heavy equipment.

Ability to use ladder for troubleshooting access points and cabling.

Willingness to work flexible hours including occasional evenings weekends and holidays.

Up to 30 40% country wide travel.