Service Technician (Tier 2)

Job Description

Job Description

Salary : Based On Experience

Primary Relationships

• Internal Department or Team : Service Department
• External Relationships : Clients & Vendors
• Reports to : Service Manager

Supervisory Responsibilities

There are currently no supervisory responsibilities involved with this position.

Job Summary

Provide onsite and remote desktop support to our clients who have critical response time requirements for their business technology systems. This is a level / tier 2 position. You will work independently both remotely and onsite to answer service desk calls, urgently analyze technical issue(s), troubleshoot over the phone and via remote log-in, and escalate problems to level 3 support when appropriate. You will multi-task to support a variety of network and end-user environments with executives, business owners, managers and end users. You must demonstrate superior communication skills to respond to diverse clients with urgent needs while recognizing they are looking for solutions, not technical explanations. The Service Technician exhibits a medium level of technical knowledge that can be applied to customers technical issues and problems. This position is one of the preliminary levels of support for client desktops, printers, and infrastructure. The Service Technician will assist other technical staff members in resolving issues. The Service Technician will be expected to maintain Turnkey Computer Systems, Inc.s positive reputation with existing clients through exceptional service delivery. You will also perform service and preventative maintenance activities on products, and assist in installations and deliveries. Other projects may be assigned.

Expectations

Prospective Time Allocation

Duties and Responsibilities : Technical

General

Professional Development

Participate in ongoing training and attainment of various manufacturer and software certifications.

Competencies

To perform the job successfully, an individual should demonstrate the following competencies.

Skills & Qualifications

It is impossible to list all of the skills and qualifications that an individual will need to efficiently perform in this position, but we have listed general skills and qualifications that individuals should have or should be striving to achieve in order to be qualified for this position.

Associates degree in Computer Science, Information Technology, Business Technology, related field of study, or equivalent work experience.

Proficiency in supporting Windows 10 and above.

Valid driver's license

Able to work independently and as part of a team

Minimum 2 Years experience working as a field technician or related position.

2 or more years of relevant work experience

Physical Demands

While performing the duties of this job, an individual is regularly required to talk and hear. The person must occasionally lift and / or move up to 50 pounds. The individual is frequently required to stand, walk, sit, and use hands and fingers to handle or feel, and reach with hands and arms. The person must have good close and distance vision, be able to distinguish color and focus easily. The person may be required to climb up and down tall ladders, several flights of stairs and use elevators. Must be able to crawl in tight spaces to run cables in both new construction and retrofit construction. Should have competence and experience in light-duty construction skills such as hanging a TV on a wall, from a ceiling, or installing a keystone jack into a wall outlet. Although reasonable accommodations may be made for some physical handicaps, this position may not lend itself well to non-physically-fit personnel.

Work Environment

The noise level in the work environment is usually moderate. Travel within a 150 mile radius is sometimes required and is generally known in advance.

Intent & Functions of Job Descriptions

Job descriptions assist our company in making certain our hiring process is fairly administered and qualified employees are selected. We view job descriptions as essential to our performance appraisal system and related promotion, transfer, layoff, and termination decisions. Well-written and maintained job descriptions are also an integral part of our compensation system.

All job descriptions are reviewed to ensure only essential functions and basic duties have been included. Requirements, skills, and abilities included have been determined to be the minimal standards necessary to successfully perform the job whereas peripheral activities that are only incidentally related to the job have been excluded.

In no instance should the requirement, skills, and abilities be interpreted as all-inclusive.

Supervisors may assign additional appropriate activities and requirements. It is possible requirements may be modified to reasonably accommodate disabled individuals in accordance with the Americans with Disabilities Act. At no time will accommodations be purposefully made which may pose serious health or safety risks to the employee or others, or which impose undue hardships on our company.

Job descriptions are not intended as and do not create employment contracts. Our company is an at-will employer. At any time, employees can be terminated for any reason not prohibited by law.