Field Service Survey Technician

The primary responsibility of the Field Service Survey Technician is to visit client sites to perform detailed site surveys of their environment.  The findings of the site survey are documented and put into a database for the support team to access for troubleshooting and client assessments.  The Field Service Survey Technician will also be responsible for discovering service-affecting issues at these locations, and either providing a fix or reporting the issue to the engineering team for follow up.

• Perform detailed site surveys of the client locations.  This will include all servers, network storage, network equipment, power, and environmental detail.
• Create detailed documentation of the client environment
• Provide Visio drawings of the client location and IT environment
• Take pictures of the client environment and ensure they are put into the proper database
• Resolve issues that are discovered while at client sites.
• Escalate issues that cannot be addressed immediately
• Make recommendations to the account team for making improvement to the IT environment at the client sites.
• Develop in-depth knowledge of the service catalog and how it relates to customer’s needs
• Work through a daily schedule in ConnectWise that has been established through the dispatch process
• Enter all work as service tickets into ConnectWise

• A+, Network+, Server+ certification or equivalent required.
• General knowledge of VMware, storage, networking, and firewalls.
• Problem solving skills, having the ability to diagnosis and resolve problems in a timely manner
• Ability to multi-task and adapt to changes quickly
• Strong verbal and written communication skills.
• Ability to speak with clients to determine their needs
• Improve customer service, perception, and satisfaction
• Service awareness of all organization’s key IT services for which support is being provided
• Understanding of support tools, techniques, and how technology is used to provide IT services
• Self-motivated with the ability to work in a fast moving environment
• Current driver’s license and access to a vehicle for service calls