Field Service Technician | Network Solutions

CBIZ, Inc. is a leading professional services advisor to middle market businesses and organizations nationwide. With unmatched industry knowledge and expertise in accounting, tax, advisory, benefits, insurance, and technology, CBIZ delivers forward-thinking insights and actionable solutions to help clients anticipate what's next and discover new ways to accelerate growth. CBIZ has more than 10,000 team members across more than 160 locations in 22 major markets coast to coast.

CBIZ strives to be our team members' employer of choice by creating an environment where team members are appreciated, recognized for their contributions, and provided with opportunities to grow, both personally and professionally, throughout their careers.

CBIZ Network Solutions delivers onsite technical support to Edward Jones home and branch offices across the U.S. and Canada. As a trusted Edward Jones partner, we prioritize exceptional customer service while troubleshooting and repairing computers, printers, telephones, and other technical components. Additionally, our team supports Edward Jones with project coordination, process management, and software solutions whenever needed.

Position Overview

Field Service Technicians are responsible for installing, upgrading, and maintaining both primary and backup branch connectivity, as well as site infrastructure, including network hardware, computers, telephones, printers, and cabling. They manage maintenance, IMAC (Install, Move, Add, Change) tasks, and various projects while ensuring compliance with SLAs, rollout schedules, and deadlines. Field Service Technicians support Edward Jones branch offices, vendor sites, and home FA locations within their assigned territory. Field Service Technicians must remain adept with evolving technologies and provide client training on newly implemented systems.

Essential Functions and Primary Duties

• Work independently to efficiently and effectively complete maintenance, project, and IMAC calls within deadlines.
• Provide backup coverage for neighboring service areas when needed.
• Monitor and manage the ticket queue, assuming ownership of tickets in assigned area and following up to resolution in accordance with SLAs.
• Schedule ETA (Estimated Time of Arrival) commitments in alignment with client preferences, ensuring safe and timely arrival.
• Perform ticket updates, including entering relevant dates, times, resolution codes, hardware usage, and other pertinent details.
• Maintain compliance with Asset Management duties, including timely asset transactions, proper equipment packaging, and up-to-date shipping logs.
• Provide timely technical support to clients with minimal disruption to their daily operations.
• Maintain a current inventory of required parts and tools, ensuring they are readily available for client visits.
• Stay familiar with documentation, and tools necessary for on-site and remote repairs.
• Schedule and have maintenance completed for company vehicles per manufacturer and CBIZ Network Solutions specifications.
• Troubleshoot, repair, and upgrade voice, data, and AV hardware, including network equipment, desktop terminals, monitors, printers, telephony devices, and cabling.
• Operate a company vehicle for transportation to and from work assignments.
• Deliver excellent customer service, fostering trust and confidence in your technical expertise.
• Participate in additional projects and related work as needed.
• Carry and respond to a company-issued cellphone for on-call support as required.

Preferred Qualifications

Minimum Qualifications

The hourly rate for this job in this market is $22.60-$28.00. The specific compensation for this role will be determined based on the education, experience, and skill set of the individual selected for this position.

The compensation above is not representative of an employee's total compensation. Beyond income, you have access to, comprehensive medical and dental insurance, retirement savings, life and disability insurance, health care and dependent care reimbursement accounts, certification incentives, education assistance, referral program and much more.