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Field Service Technician

Company: Tri-Starr Group
Location: Houston
Posted on: June 25, 2022

Job Description:

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 following duties.
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 software.
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.
Primary Objectives:
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:
MSP experience.
Technical certification: A+, Net+, Sec+, CCNA, any Microsoft.
Basic Microsoft Servers , MTA server 2008
Knowledge or experience in troubleshooting and supporting Windows Server environments.
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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