Field Operations Technician I
About TechMDTechMD is a leading provider of outsourced IT services, cybersecurity, communications, and distributed workforce solutions throughout the United States.
As a customer-focused company, TechMD integrates the industry's best technologies and practices for each customer's specific needs.
We also serve as an extension of our customers' IT departments, enabling them to innovate and grow their business while helping protect them from the risk of cybersecurity threats.
Headquartered in Endicott, NY, TechMD employs over 200 people throughout its six office locations.
As the company continues to expand its footprint, we are constantly looking for talented individuals to support our growth.
We're passionate about creating a great place to work for our employees.
TechMD is committed to the development and advancement of all employees.
We are a highly collaborative organization, and there are many opportunities to learn from your colleagues and advance your career.
Work life balance is important to us.
TechMD is committed to working with each employee individually to find a schedule that allows them to fulfill their responsibilities both inside and outside of work.
Position Overview The Field Operations Technician I primary responsibility is to resolve tickets onsite as assigned and planned out by the Dispatcher.
This is including but not limited to troubleshooting, coordinating and communication with customer points of contact while onsite or remote.
At times they will work assigned tickets from the remote ticket queue as directed.
A successful Field Operations Technician works closely with their Dispatcher and other members of the team to resolve tier 1 tickets and provide the best customer experience possible while onsite.
The ideal candidate is highly focused, comfortable in a fast-paced environment, and has excellent listening and critical thinking skills.
Primary Responsibilities Works tickets in order of assignment and plan by the Dispatcher.
Effectively preps all hardware according to ICS process & standards to ensure minimal downtime to customer.
Uses time as effectively as possible to assess, plan and resolve Tier 1 issues on site.
Communicates effectively with all necessary team members to resolve issues in a timely manner.
Works closely with teammates and customers to relay critical information to and from technicians and customers.
Follows all Standard Operating Procedures for position, function, and ICS.
Performs miscellaneous job-related duties as assigned by the Technical Team Lead.
Follows development plan as outlined by leadership.
Appropriately documents/updates all information for changes in an infrastructure as new changes are identified.
Required to participate in on-call rotation per ICS's On Call Coverage Expectations for location(s) assigned.
Must have 1-3 years' experience in a similar position.
Must have Entry Level understanding of business systems and networking.
Recommended at least 1 Entry Level certification.
(ex.
A+, Net+, CCENT).
Desired Google IT Support Certificate Must demonstrate excellent customer service skills.
Strong telephone and verbal communication skills are a must.
Must thrive in a team environment and demonstrate effective team interaction.
Must demonstrate the ability to effectively work independently.
Must have strong organizational, priority and time management skills with the ability to multi-task.
Must own reliable means of transportation.
Must have a valid driver's license.
PI226643471 Recommended Skills Business Systems Coordinating Critical Thinking Customer Experience Customer Service Infrastructure Management Estimated Salary: $20 to $28 per hour based on qualifications.
As a customer-focused company, TechMD integrates the industry's best technologies and practices for each customer's specific needs.
We also serve as an extension of our customers' IT departments, enabling them to innovate and grow their business while helping protect them from the risk of cybersecurity threats.
Headquartered in Endicott, NY, TechMD employs over 200 people throughout its six office locations.
As the company continues to expand its footprint, we are constantly looking for talented individuals to support our growth.
We're passionate about creating a great place to work for our employees.
TechMD is committed to the development and advancement of all employees.
We are a highly collaborative organization, and there are many opportunities to learn from your colleagues and advance your career.
Work life balance is important to us.
TechMD is committed to working with each employee individually to find a schedule that allows them to fulfill their responsibilities both inside and outside of work.
Position Overview The Field Operations Technician I primary responsibility is to resolve tickets onsite as assigned and planned out by the Dispatcher.
This is including but not limited to troubleshooting, coordinating and communication with customer points of contact while onsite or remote.
At times they will work assigned tickets from the remote ticket queue as directed.
A successful Field Operations Technician works closely with their Dispatcher and other members of the team to resolve tier 1 tickets and provide the best customer experience possible while onsite.
The ideal candidate is highly focused, comfortable in a fast-paced environment, and has excellent listening and critical thinking skills.
Primary Responsibilities Works tickets in order of assignment and plan by the Dispatcher.
Effectively preps all hardware according to ICS process & standards to ensure minimal downtime to customer.
Uses time as effectively as possible to assess, plan and resolve Tier 1 issues on site.
Communicates effectively with all necessary team members to resolve issues in a timely manner.
Works closely with teammates and customers to relay critical information to and from technicians and customers.
Follows all Standard Operating Procedures for position, function, and ICS.
Performs miscellaneous job-related duties as assigned by the Technical Team Lead.
Follows development plan as outlined by leadership.
Appropriately documents/updates all information for changes in an infrastructure as new changes are identified.
Required to participate in on-call rotation per ICS's On Call Coverage Expectations for location(s) assigned.
Must have 1-3 years' experience in a similar position.
Must have Entry Level understanding of business systems and networking.
Recommended at least 1 Entry Level certification.
(ex.
A+, Net+, CCENT).
Desired Google IT Support Certificate Must demonstrate excellent customer service skills.
Strong telephone and verbal communication skills are a must.
Must thrive in a team environment and demonstrate effective team interaction.
Must demonstrate the ability to effectively work independently.
Must have strong organizational, priority and time management skills with the ability to multi-task.
Must own reliable means of transportation.
Must have a valid driver's license.
PI226643471 Recommended Skills Business Systems Coordinating Critical Thinking Customer Experience Customer Service Infrastructure Management Estimated Salary: $20 to $28 per hour based on qualifications.
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