Field Support Technician

Gilder Search Group; Atlanta (GA); On-site; USD 50,000 - 85,000; Full time

Benefits offered by this job

Discretionary Bonus

Comprehensive Benefits Package

Job summary

Clayco is seeking a motivated IT Support professional to join our nationwide field team. You will deliver hands-on installation, testing, and support of computer systems and network devices at job sites across the U.S., with frequent travel.

Responsibilities include diagnosing issues, documenting procedures, training staff, and coordinating with service desks and vendors to ensure reliable operation of remote sites. A strong communicator with a proactive mindset is needed.

Qualifications

• 1 to 4 years of IT experience.
• Willing to travel 60%+.
• Experience with enterprise ticketing systems (ServiceNow).
• Experience with AV and network installations.

Responsibilities

• Provide day to day IT support to remote job sites.
• Prioritize problems and escalate to internal teams.
• Install Meraki networks and full-site Mesh networks.
• Perform preventative maintenance on workstations and printers.
• Create training materials and train Clayco team members.
• Collaborate with Service Desk, Engineering, and vendors to resolve issues.
• Document troubleshooting processes for reuse.
• Assist in project planning and support.
• Travel to job sites across the United States.

Skills

IT support

Travel readiness

Communication skills

Diagnostic skills

Training others

Team collaboration

Tools

ServiceNow

Meraki

Cisco AV Kit

Printer management

Job description

The Role We Want You For

If you are looking for fast paced technical work that provides the opportunity for travel across the United States, look no further than Clayco. This position assists and provides IT services to internal customers located at our jobsites around the country. Support includes installation, documentation, and testing of computer systems and peripherals, as well as establishing standards and guidelines for supporting local and remote sites. This position requires the ability to identify and organize tickets and requests according to priority. Travel is usually planned in advance, but issues can arise which could warrant immediate travel to one or more local or remote locations.

The Specifics of the Role

• Provide day to day support to our remote Jobsites
• Prioritize problems and incidents and elevate to internal teams
• Basic knowledge of Microsoft products (Windows, Office)
• Physical Installation of Meraki networks
• Physical Installation of full site Mesh networks
• Satellite communication installation
• Basic Knowledge of Cisco AV Room kits (Webex)
• Basic understanding of Design and Construction delivery process
• Create and document training materials and knowledge articles
• Provide training on software, hardware, and systems to Clayco Team Members
• Preventative maintenance, including checking and cleaning of workstations, printers, and peripherals
• Perform post-resolution follow-ups to requests and incidents
• Manage printer hardware and software throughout our jobsites
• Provide feedback on recurring incidents to engineering and development teams
• First line of troubleshooting for remote networks
• Adaptive and willing to learn business processes
• Self-starter with the ability to work without direct supervision
• Effective communication skills and deductive reasoning ability
• Work with the Service Desk, Device Support, Engineering, VDC, and Development teams to determine and resolve problems received from clients local and remote.
• Work with ISP vendors and managed services support partners to resolve technical problems
• Perform regular health checks on equipment at remote sites.
• Use diagnostic utilities, knowledge bases, and internet resources to document and create troubleshooting processes that can be utilized by others.
• Provide technical assistance for project planning and support.
• Identify and inform Leadership of recurring Incidents.
• Contribute to company vision and direction by helping improve technical practices.

Requirements

• 1 to 4 years of experience in IT
• 60% plus Travel
• Ability to use hand and power tools
• Lift and move heavy objects (50+ lbs)
• Service industry experience
• Strong interpersonal and communication skills
• Basic MS Office Suite/iOS support
• Experience using enterprise ticketing system (ServiceNow)
• Knowledge of AV solutions
• Experience with cellular technologies (cradlepoints, hotspots)

Some Things You Should Know

• Our clients and projects are nationwide – Travel will be required.
• This position is classified as a safety-sensitive role in accordance with applicable state and federal laws. Candidates selected for this position will be subject to a comprehensive background check, which includes mandatory drug testing.

Benefits

• Discretionary Annual Bonus: Subject to company and individual performance.
• Comprehensive Benefits Package Including: Medical, dental and vision plans, 401k, generous PTO and paid company holidays, employee assistance program, flexible spending accounts, life insurance, disability coverage, learning & development programs and more!

Compensation

• The salary range for this position considers a wide range of factors in making compensation decisions including but not limited to: Education, qualifications, skills, training, experience, certifications, internal equity, and location. Compensation decisions are dependent on the facts and circumstances of each case.