IT Field Support Technician

Description

The Field Support Technician will be responsible for providing on-site technical support to BCS365 clients. Your primary objective will be to resolve complex technical issues that cannot be addressed remotely, ensuring minimal downtime and maximum client satisfaction. This role requires strong technical expertise, excellent problem-solving abilities, and exceptional customer service skills. The technology includes but is not limited to enterprise Desktops Systems, Collaboration Tools, Cloud Applications, Cloud Security, AD Services and Network Components.

Key Considerations:

• Must be authorized to work in the U.S.
• This is a full-time, direct hire position.
• Schedule: Monday - Friday, 7:00 AM - 4:00 PM (ET). *Start/end times may vary due to client needs.
• Must be able and willing to commute daily to Rockland, MA office.
• Company vehicle use permitted for on-site support in Cambridge, MA 3 days/week, along with on-site support for other clients as needed.
• Valid Driver's License required.
• Compensation Disclaimer: The pay range listed for this position is based on market data and reflects the company’s good faith estimate of what it reasonably expects to pay. Actual compensation may vary depending on geographic location, relevant experience, and other job-related factors. This range also accounts for potential growth and progression within the role. Final compensation will be determined after a successful interview process and may be discussed in more detail during later stages.

Essential Duties and Responsibilities

The position will provide field service support and consultation such as testing and troubleshooting, provide the best technical solution to solve the customer issue, complete assigned jobs with assistance from lead technicians.

Responsibilities

• On-site Technical Support: Respond to client requests for on-site assistance promptly and professionally. Travel to client locations throughout the Massachusetts area within a day's notice to provide level 2 technical support. (Same day notice may be required)
• Provide on-site meeting support: Physically be present at a meeting location to assist with the smooth running of the event, including tasks like setting up equipment, managing logistics, troubleshooting technical issues, providing attendee support.
• Provisioning: Setting up IT Systems, including new user accounts and hardware replacements.
• Video Conferencing Support: Provide on-site support to troubleshoot, diagnose and maintain video conferencing rooms.
• Troubleshooting and Issue Resolution: Diagnose and resolve complex hardware, software, and network-related issues faced by clients. Analyze problems, determine the best course of action, and implement appropriate solutions to minimize downtime.
• Incident Management: Log, track, and update all support incidents in a timely manner using ServiceNow ticketing system. Ensure that issues are documented accurately, including troubleshooting steps taken and problem resolution details.
• Hardware and Software Installations: Perform installations, upgrades, and configuration of computer hardware, software, and peripheral devices at client sites. Ensure proper functionality and compatibility with existing systems.
• Network Infrastructure Support: Assist with the setup, maintenance, and troubleshooting of client network infrastructure, including routers, switches, and firewalls. Collaborate with network engineers to resolve complex network issues.
• Client Communication: Establish and maintain positive relationships with clients, providing regular updates on the status of ongoing issues and ensuring open lines of communication. Offer clear instructions and guidance to clients on technical matters.
• Documentation and Knowledge Sharing: Create and maintain technical documentation, including standard operating procedures, troubleshooting guides, and knowledge base articles. Share knowledge and provide training to clients and internal teams as needed.
• Adherence to Policies and Procedures: Follow established protocols, security guidelines, and service level agreements (SLAs) when performing job duties. Comply with company policies and procedures related to information security and data protection.

Additional Duties and Responsibilities

• Provide Information Technology Support (ITS) relating to desktop technical issues involving Microsoft’s core business applications, operating systems for PC (Windows 7+), MAC (OS X) and peripherals.
• Function as the first point of contact to the customer for all types of service requests.
• Required to be on Phone Support when not actively working a case or at a client’s location.
• Process service requests as they arrive through direct customer call or other communication vehicle. This includes but not limited to:

1. Create new cases in ticketing system: Obtain and evaluate all relevant information for service issues and requests, according to procedures.
2. Self-Assign incoming cases by identifying and investigating users’ questions and problems and providing immediate solutions when applicable.
3. Escalate client support cases that cannot be remedied quickly to appropriate resource following the escalation process and procedures.

• Responsible for entering time and all work with proper updates in ticketing system as it occurs.
• Apply technical knowledge to quickly resolve end user related opportunities such as password resets for the various applications supported.
• Addressing email related issues (i.e., creation of distribution lists, shared mailboxes, etc.)
• Addressing phone related issues (Apple and Android) via Intune or other MDM.
• Administering security group permissions on files shares, SharePoint and other applications per policy.
• Troubleshoot network connectivity, printer issues, and collaboration applications.
• Responsible for technical break/fix support for all ITS Systems currently deployed in production.
• Interface and maintain effective communication with business users and other ITS team members when analyzing, updating and resolving cases.
• Responsible for administration, maintenance and second level support of back-end global ITS systems.
• Identification of opportunities for continuous improvement of systems in production.
• Ability to work in a team and communicate effectively.
• Collaborate with the Dispatcher and Help Desk Manager to ensure requests are routed to the proper resource to be resolved quickly and efficiently.
• Maintain acceptable KPI’s levels to meet expectations.
• Data entry may be required for new and active clients in ticketing system.
• Responsible for entering time and all work with proper updates in ticketing system as it occurs.
• Onsite work at client locations will be required as needed (clients may be in Massachusetts, New England, or other states within the U.S.).
• Ability to adhere to schedule, as well as be flexible as start/end times may vary due to client needs.
• Other duties as assigned.

Customer Focus

• Demonstrate exceptional customer service skills to exceed customers’ expectations and to minimize escalations by taking ownership of customer reported issues.
• Illustrated diplomacy, tactfulness and empathy when dealing with customers.
• Exemplified ability to defuse escalations and high-tension situations.
• Well-developed ability to appease customers experiencing service outages and difficulties.
• Ability to listen actively and ask clarifying questions to seek understanding.
• Experience going above and beyond the duty to delight customers.
• Must have a genuine drive for customer satisfaction and retention.

Competencies, Skills, and Qualifications

Required Certifications, Licenses and Experience

• Education: Bachelor’s degree in computer science or related field, or equivalent experience
• IT Experience: 4 years minimum
• Previous MSP experience, or experience supporting external customer base
• Must have O365 Admin, Azure (AAD) and On-Prem AD experience
• Familiar with Group Policy and Conditional Access Policy (CA)
• Experience with ServiceNow and Automate RMM
• Advanced understanding of operating systems (Windows 10 or higher and MAC OS X), printing systems, network topology and infrastructure terminology
• Required Certifications: One or more of the following: CompTIA or A+, Network+, Microsoft MCP, MS 900, AZ 900
• Preferred Certifications: MS 102, AZ 104 or CCNA
• Continually advancing your knowledge base through certification courses
• Valid Driver's License

Physical Requirements:

• Physical requirements include standing or sitting for extended periods of time, bending, kneeling, twisting, and lifting up to 75 lbs.
• Must be able to use a computer, handle IT equipment, and communicate with customers.

Perks & Benefits

• Insurance Coverage: Health, Dental, Vision, Life/AD&D, Long-Term Disability, Accident, Hospital Indemnity, Critical Illness
• Paid Time Off (Vacation, Holidays, Birthday)
• 401k Retirement Plan with Company Match
• Peer-to-Peer Recognition
• Learning and Development
• Pet Insurance
• Fun On and Off-Site Events
• Referral Bonus Program
• Employee Assistance Program

Shield Technology Partners is a national IT Services platform formed through the collaboration between Thrive Holdings and ZBS Partners. By combining Thrive Holdings’ technological expertise with ZBS Partners’ proven approach to supporting founder-led businesses, Shield Technology Partners is dedicated to accelerating growth, innovation and long-term value creation for IT services companies across the country.