Available Positions:

Field Technician

As a Field Service Tech, you will be part of a very talented team acting front and center with our clients a qualified, friendly, high-touch service provider. This position requires a high percentage of problem resolution using various diagnostic tools and interpersonal skills to guide users through situations, thus providing highest levels of client support and satisfaction.

This is an excellent opportunity to think creatively and craft specific solutions while working on many various networks backed by leadership and a strong dedicated team.

Essential Duties:

  • Software support for Microsoft and Apple operating systems and commonly found applications
  • Prepares workstation by configuring hardware, software, and network interface cards, printers, and peripherals
  • Supports workstation performance by troubleshooting and resolving desktop issues; responding to and correcting problems; researching and developing solutions; keeping inventory of all systems
  • Prepares clients by conducting training in use of equipment and references; developing resources
  • Enhances workstation performance by installing upgrades; researching and providing input for new technology; recommending improvements
  • Documents actions by completing forms, reports, logs, and records
  • Troubleshoots problems around network and remote connectivity
  • Deliver multi-tier technical support on problems ranging from account problems to VPN support to Exchange Server re-configuration within our managed corporate environments
  • Maintain personal ticket work queue, ensuring tickets are updated on a daily basis to achieve productivity to both client and Leapfrog
  • Effectively communicate service outages internally and externally, and escalate tickets appropriately
  • Provide after-hours and weekend support on a rotational basis

Qualifications and Experience

Technical:

  • Minimum of 2 years’ experience within a Technical Help Desk environment providing remote support and customer service
  • System Administrator experience or exposure with a Windows 2003/2008 Active Directory environment
  • A+ and Network + are required within the first 90 days
  • Must have ticketing system experience; ITIL framework is a plus
  • Working experience and understanding of remote access and connectivity, such as RADIUS and VPN
  • Experience with server hardware (Installs, RAID configuration, ESX or ESXi)
  • Server Room history required
  • Demonstrative ability to troubleshoot Windows XP, 7, Server 2003 and Server 2008
  • Apple OS/Hardware is desirable
  • Strong fundamental troubleshooting skills and the ability to apply those skills to assist troubleshooting on a wide range of information systems and applications
  • Working knowledge of Microsoft Office (all versions) and an understanding of Microsoft Exchange
  • Knowledge configuring handheld devices
  • Relevant MCP certification is of strong benefit (e.g., 70-270, 70-685)

Non-technical:

  • Desire to continually learn and grow
  • Ability to focus in multiple high-energy, dynamic environments, under pressure
  • Strong interpersonal skills
  • Ability to listen and explain solutions to non-technical users
  • Proven aptitude to organize work in an efficient manner and succeed in a changing environment
  • Firm desire to consistently work as a vital part of the team (no hot shots here!) with a primary focus on client service and teamwork

 

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