Field Service Support Specialist

CorCystems Managed IT Services; Ridgefield (CT); On-site; USD 52,000 - 72,000; Full time

Benefits offered by this job

Company car

Healthcare subsidy

401k match

Paid Holidays

PTO

Job summary

CorCsystems Managed IT Services in Ridgefield, CT seeks a Field Service Support Specialist to provide on-site and remote technical assistance to managed clients. You will triage issues, troubleshoot both remotely and on-site, and communicate progress with clients while working closely with vendors.

The ideal candidate has IT services experience, a customer-focused attitude, and a willingness to learn and grow within the team.

Qualifications

• BA/BS in computer science or a related field.
• 2+ years of customer service experience.
• Ability to de-escalate situations.
• Valid driver’s license.

Responsibilities

• Provide on-site and remote professional customer service to clients.
• Troubleshoot and resolve technical issues in a ticket queue.
• Document resolutions for scalability of escalated issues.
• Escalate tickets as needed.
• Communicate incident progress, changes, or outages to clients.
• Work with vendors/partners to resolve client issues.
• Support client networks and technologies including Windows OS, Office 365, Azure, Remote Access, VOIP, mobile devices.
• Perform routine maintenance on PCs, peripherals, and printers.
• Work with Microsoft AD, SonicWall, Cisco switches, Ruckus/Ubiquiti wireless products, Windows Server, VMware/Hyper-V.

Skills

Customer service

Technical troubleshooting

Remote & on-site support

Documentation

Communication

Team collaboration

Education

BA/BS in CS or related field

Tools

Microsoft AD

SonicWall

Cisco switches (CBS/Catalyst)

Ruckus/Ubiquiti Wi-Fi

Windows Server

VMware/Hyper-V

Job description

CorCystems is a Managed IT Services company located in Ridgefield, CT. We are looking for a new team member in our Service Dept. to provide on-site exceptional technical support to our managed clients office and on-site at clients office as needed. The ideal candidate will have proven, successful experience working in a Managed IT Services environment or in a related IT technical support role and enjoys helping others and continual learning and career advancement. The Field Service Support Specialist is responsible for providing on-site daily technical assistance to clients in a professional and friendly manner. Must be able to triage issues, work as part of a team, troubleshoot issues remotely and onsite as necessary, and use good judgement, escalating both to our vendors and internally. Consistent persistence must be applied to ensure proper communication and appropriate follow-up and follow-through.

Requirements

• Provide both on-site and remote professional and courteous customer service to clients
• Quickly troubleshoot and resolve technical issues in a ticket queue
• Provide detailed documentation and explain resolutions for scalability of escalated support issues
• Escalate tickets as needed
• Communicate with clients as required: keeping them informed of incident progress, impending changes, or agreed outages
• Work with vendors/partners as needed to resolve client issues
• Support for client computer networks and business-related technologies including Windows operating systems, Office 365, Azure, Remote Access usage, VOIP, mobile devices, etc.
• Perform routine maintenance on PCs, peripherals, and printers as required
• Working knowledge of Managing and Troubleshooting Microsoft AD
• Working knowledge of SonicWall Firewalls (Troubleshoot not Deployment)
• Working knowledge of Cisco Switches including the CBS and Catalyst product lines (Troubleshoot not Deployment)
• Working knowledge of Ruckus and Ubiquity Wireless Products (Troubleshoot not Deployment)
• Working knowledge of Windows Server (Troubleshooting not Deployment)
• Working knowledge of VMware and Hyper-V (Troubleshooting not Deployment)

Educational/Vocational/Previous Experience Recommendations

• BA/BS, preferably in computer science or a related field
• 2+ year of customer service experience
• Ability to de-escalate situations
• Self-motivated with the ability to work in a fast-moving environment.
• Must have valid drivers license

Benefits

CorCystems offers a great benefits package with a substantial healthcare subsidy for employees. Benefits include, Medical, dental/vision, life insurance, paid Holidays, a generous Paid Time Off policy as well as a 401k company match.

Use of company car for field site visits to avoid wear and tear on personal vehicle.

Salary commensurate with experience.

All candidates extended an offer must pass a drug screen and background check