IT Field Support Technician

Description

The Field Support Technician will be responsible for providing on-site technical support to BCS
365 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.

Field Services

BCS
365 - Rockland, MA

$30.00 - $38.00 / hour

• 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.

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.

• 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 Service Now 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.

• Provide IT Support 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:

• Create new cases in ticketing system:
  Obtain and evaluate all relevant information for service issues and requests, according to procedures.
• Self-Assign incoming cases by identifying and…