Field Service Technician
Company: Tri-Starr Group
Posted on: June 25, 2022
The Field Services Tech I performs triage, troubleshooting, and
resolution of intermediate-level technical support requests,
including hardware installations, network troubleshooting and
installation, testing, and analysis of network facilities while
providing legendary customer service and adhering to Customer
Service, and Service Level Agreement (SLA) goals by performing the
Essential Duties and Responsibilities
Supports Service Desk operations by receiving, prioritizing, and
resolving customer support requests from email, phone calls, and
other channels while ensuring content, routing, and resolution
goals are met.
Supports Field Service operations by providing Level I remote and
onsite support, troubleshooting, and resolution of client Incident
and Service Request escalations during business hours and/or on
call availability as needed, including performing onsite
installations of PC, server, network, and BDR hardware and
Collaborates and escalates complex or out-of-scope Incidents and
Service Requests to appropriate service groups as necessary and
assists in service delivery support special tasks and projects
including new client on-boardings.
Perform on-call duties when applicable as outlined in the On-Call
SOP, including but not limited to receiving and resolving after
hours tickets, alerts and supporting backup solutions daily.
Provide Intermediate-level remote and onsite support for customer
technical support requests while maintaining company culture and
providing legendary customer service.
Achieve Field Services goals for Customer Satisfaction, Resource
Utilization, and timely completion of projects as defined by
Service Level Agreements (SLAs), Service Level Objectives (SLOs),
and Organizational Level Objectives.
Follow operational policies, processes, and procedures to maintain
a productive and efficient work flow
Culture fit personality, disposition, attitude, friendliness, and
customer service oriented.
Knowledge or experience in imaging, configuring,
deploying(installing), supporting, and troubleshooting desktop
computers and peripherals.
Knowledge or experience in the IT Support environment: help desk,
service desk, deskside support, field support, etc.
Nice to haves:
Technical certification: A+, Net+, Sec+, CCNA, any Microsoft.
Basic Microsoft Servers , MTA server 2008
Knowledge or experience in troubleshooting and supporting Windows
Knowledge or experience with configuring, deploying, supporting,
and troubleshooting networks and network equipment.
If you are interested and meet the requirements please apply to the
posting or send an updated resume to Julioz@TriStarrGroup.com
Keywords: Tri-Starr Group, Houston , Field Service Technician, IT / Software / Systems , Houston, Texas
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