Level I Technician

ConvexSERV Technology Solutions, LLC; New Jersey; On-site; USD 42,000 - 62,000; Full time

Job summary

ConvexSERV Technology Solutions, LLC in New Jersey is seeking an entry-level Service Technician – Level 1. You will perform remote support and in-house bench work for commercial clients, with on-site visits as needed.

This is an entry-level role with training provided and opportunities to grow into higher levels. You will handle VPN/remoting, basic admin tasks, and diagnostics, while documenting work and supporting a busy helpdesk.

Qualifications

• 0-2 years of IT support experience, and/or a Bachelor’s Degree.
• Willingness to learn.
• Interest in IT & Networking Concepts.
• Customer Service skills (Remote Support Calls).
• Ability to take things apart and put them back together (Bench Work).
• Ability to handle high demand call volume.

Responsibilities

• Provide remote support for customers via VPN, Screen Connect and/or remote desktop.
• Respond to support requests via telephone and e-mail.
• Assist in in-house/bench repair tasks and data backup activities.
• Travel to customers’ sites to troubleshoot, repair, install or sell equipment as needed.
• Escalate complex issues to Level 2/3 and assist with larger projects under supervision.

Skills

IT Support

Willingness to Learn

Networking Concepts

Customer Service

Bench Work

High Call Volume

Driver’s License

Background Check

Job description

Job Description

Service Technician – Level 1

Prerequisites

• 0-2 years of IT support experience, and/or a Bachelor’s Degree


• Willingness to learn


• Interest in IT & Networking Concepts


• Customer Service skills (Remote Support Calls)


• Ability to take things apart and put them back together (Bench Work)


• Ability to handle high demand call volume


• Valid Driver’s License


• Must pass a background check

Synopsis:

The primary focus of a Level 1 Service Technician will be Remote Support and In-Shop Bench work. The technician will be required to assist with the support of commercial clients via telephone, remote support, or site visit. Issues that cannot be quickly resolved by the technician will be escalated to Level 2 or Level 3 support. The technician may also be required to assist in larger projects under the supervision of a Level 3 technician. THIS IS AN ENTRY LEVEL POSITION.

Duties to Be Performed by the Employee:

Remote Duties

• Provide remote support for customers via VPN, Screen Connect and/or remote desktop.


• Respond to support requests via telephone and e-mail.


• Password reset, printer installation, basic user administration, software administration


• Keep accurate documentation of work done and parts used.

In-House/Bench Duties

• Assist in the assessment and repair of computer equipment that comes in to the Shop


• Basic System Upgrades


• Part Replacement


• O/S Reinstall/Repair


• Basic Data Recovery


• Data Backup / Migration


• Perform pre-installation preparation of systems before they are deployed to clients

On-Site Duties

• Travel to Customers’ sites to troubleshoot, repair, install or sell computer equipment, peripherals, network infrastructure, software and/or services.


• Assist with Project Work (under supervision) – cabling, installation of computer systems, APs, UPSs, printers, small switches, etc.


• Any other duties deemed necessary.

ConvexSERV Technology Solutions shall provide:

• Access to company vehicles when necessary, (mileage will be reimbursed if a personal vehicle is used for company-related travel).


• Tools, including a field service laptop computer, flash drive with software tools


• Company email address


• Company uniform attire


• On the job training, and access to the company’s test environment and software library for educational purposes


• Security credentials for alarm/door


• Decommissioned equipment for home use

Other expectations of employee:

• Employee shall adhere to their schedule, be punctual, both to the Office at the beginning of the business day and to their appointments.


• They shall dress in a professional manner, wearing the provided uniform attire.


• They shall record the details of all service appointments including time and materials used and enter them into the company’s calendar system.


• They shall be assigned a portion of the work that occurs after-hours, or on weekends, to allow for Emergency On-Call shifts, after-hours migrations, etc.


• We are looking for an employee that will adhere to the schedule and not call out.

Performance Expectations of Employee:

The Company measures each field employee's productivity using a proprietary formula which tracks the work performed by the employee, sales revenue produced by the employee, the expenses paid to or for the employee as part of the complete compensation package (including salary/wages and benefits), and the profits realized by the company for the work completed. All employees are expected to achieve Key Performance Indicators (KPI) established by their Supervisor. Any employee who fails to meet this standard is subject to demotion, reduction in pay, and / or termination on a prospective basis.