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Form of workJob Description
Job Title: Field Technician Tier 2
Job Status: Exempt/Full-Time
Job Description:
The Field Technician Tier 2 provides technical support to clients in the field, both remotely and on-site, with a focus on resolving complex technical issues that cannot be resolved remotely. This role requires a solid understanding of networking concepts and hardware, as well as strong troubleshooting skills. The Field Technician Tier 2 is expected to configure and install network hardware, including routers, switches, firewalls, and access points, and participate in large-scale IT projects, including network installations, server migrations, and hardware upgrades. This role collaborates with Tier 3 technicians to resolve complex network and system-based issues.
Primary Responsibilities:
- Provides on-site technical support to clients, with a focus on resolving complex technical issues that cannot be resolved remotely.
- Configures and installs network hardware, including routers, switches, firewalls, and access points.
- Participates in large-scale IT projects, including network installations, server migrations, and hardware upgrades.
- Collaborates with Tier 3 technicians to resolve complex network and system-based issues.
- Completes site visits to do presales discovery of potential new clients.
- Installs and configures audio/visual equipment, including projectors, document cameras, and audio systems.
- Configures and troubleshoots a variety of devices, including computers, mobile devices, printers, and networking equipment.
- Provides timely and accurate updates to clients and the internal team on ticket status and issue resolution.
- Maintains accurate documentation of all client interactions and technical procedures.
- Follows established processes and procedures to ensure consistency and quality of service.
- Provides outstanding customer service, both in person and over the phone.
Skills and Qualifications:
- Associate's degree in a related field, or equivalent experience.
- 3+ years of experience providing technical support, with a focus on networking and A/V equipment.
- Strong understanding of networking concepts and hardware, including routers, switches, firewalls, and access points.
- Experience with server installations, network migrations, and hardware upgrades.
- Familiarity with audio/visual equipment, including projectors, document cameras, and audio systems.
- Ability to configure and troubleshoot a variety of devices, including computers, mobile devices, printers, and networking equipment.
- Strong troubleshooting skills and the ability to diagnose complex technical issues.
- Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical clients.
- Detail-oriented with excellent documentation skills.
- Valid driver's license and ability to travel to client sites.
- Ability to lift up to 50 pounds and work in tight spaces.
- Flexibility to work outside of normal business hours, including on-call rotations.
- Possession of relevant certifications, such as CompTIA A+, Network+, and CCNA, is a plus.
This is a full-time, exempt position with a regular schedule of 8-5, Monday through Friday, with the expectation of being at client sites 40-60% of the week. However, the Field Technician Tier 2 may be required to work outside of these hours on occasion, such as during large project rollouts or system emergencies. This role may also be part of an on-call rotation, in which they will be available to provide after-hours support to clients. We provide a company car for this role to travel to client sites.
