Field Service Support Specialist

CorCystems, Inc.; Ridgefield (CT); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Healthcare subsidy

401k company match

Paid holidays

Paid Time Off

Job summary

CorCystems is a Managed IT Services company in Ridgefield, CT. We are seeking a Field Service Support Specialist to provide on-site daily technical assistance to clients and remote support as needed, triage issues, and communicate progress.

You will troubleshoot Windows, Office 365, Azure, AD, VOIP, printers, and network gear, document resolutions, and escalate to vendors. Valid driver’s license required; BA/BS in CS or related field; 2+ years in customer service.

Qualifications

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

Responsibilities

• Provide on-site and remote professional customer service to clients.
• Triage, troubleshoot, and resolve technical issues in a ticket queue.
• Document resolutions for scalability and proper follow-up.
• Escalate tickets as needed and communicate progress to clients.
• Collaborate with vendors/partners to resolve client issues.

Skills

Windows OS

Office 365

Azure

Active Directory

VMware/Hyper-V

Networking basics

Customer service

Education

BA/BS in CS or related field

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 are applied.

• 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

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