American Tech Systems

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The Field Technician handles escalated support requests for the Service Delivery Team that need to be handled on-site. They are assigned the support requests that the Junior Helpdesk Technician can’t handle as well as any projects that require on-site implementation.

RESPONSIBILITIES
• Work on and resolve escalated Helpdesk Tickets
• Delight our Clients with a Friendly, Quick and Helpful Experience
• Provide the Client with advanced on-site troubleshooting
• Provide the Client with on-site installation & removal of equipment
• On-Site Hardware Maintenance and Support
• Follow the schedule provided by the Service Delivery Manager
• Follow Standard Operating Procedures (SOPs) for daily / weekly recurring tasks
• Follow all our Security Procedures and Keeping a Vigilant Eye for Security Issues
• Identify opportunities for improvement and make constructive suggestions for change
• Contribute to the process of innovative change effectively
• Undertake other duties as required by the Service Delivery Manager
You will enjoy this position if you:
• A love of (and ability to) Solve Problems & Challenges
• Great Communications skills, founded in being a good listener
• Understanding of support tools, techniques and how technology is used to provide services
• Understanding of operating systems, business applications, printing systems and network systems
• Diagnosis skills of technical issues related of end-user hardware & software and network devices
• Experience and understanding of structured cabling (tidy cable management is a must)
• Experience installing and maintaining networking and VoIP equipment
• Experience and knowledge of working with the Microsoft 365 Platform
• Experience in clean workstation installations (tidy cable management for end-user devices, such as computers, monitors, printers, etc.)
• Experience working with vendors for expedited troubleshooting of hardware and software systems
• Knowledge of IT Applications, Software & Hardware
• The ability to speak both Geek and Human
• The ability to keep up with & adapt to the fast-paced IT world
• Experience using a Ticketing system / RMM Tool and PSA software
• Experience providing support via remote tools
• Experience handling Technical Service Tickets
• Professional IT Certifications such as Microsoft MCP, MCSA or MCSE, ITIL, ITSM, etc.
• Experience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT Support Business

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