MITS Tier II Field Technician

Pacific Office Automation Inc.; Reno (NV); On-site; USD 50,000 - 80,000; Full time

Job summary

An innovative technology company is seeking a MITS Tier II Field Technician to support their Field team. This role involves providing exceptional technical support, mentoring team members, and ensuring high-quality service delivery. The ideal candidate will possess strong problem-solving abilities and excellent communication skills, capable of managing projects and fostering a customer-focused culture. With a commitment to diversity and inclusion, this forward-thinking firm offers growth opportunities and a collaborative environment where your contributions will be valued. If you are passionate about technology and eager to make a difference, this position is for you.

Qualifications

• Proven experience in IT support and network management.
• Strong leadership and team coordination skills.

Responsibilities

• Provide technical support for support tickets efficiently and timely.
• Mentor and train team members while ensuring high-quality service delivery.

Skills

IT Support

Network Management

Problem Solving

Communication Skills

Leadership

Education

Bachelor’s degree in Information Technology

Tools

Microsoft Office Suite

Ticketing Systems

CRM Tools

Job description

Career Opportunities with Pacific Office Automation

Careers At Pacific Office Automation

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Pacific Office Automation is the largest independently-owned document imaging and technology dealer in the nation. Since 1976, we have grown to over thirty branches located in eleven western states: OR, WA, CA, AZ, NM, NV, UT, ID, CO, TX, & HI. With over 40 years of success in office equipment and technology sales/service, our growth and reputation have afforded us great relationships with top manufacturers such as Canon, Sharp, Konica Minolta, HP, Ricoh, Lexmark, and many more.

At Pacific Office Automation, you will find an innovative technology company with growth opportunities, excellent benefits, and passionate coworkers dedicated to your success. We aim to be a long-term employer by providing employees with the training and certification needed to keep pace with the rapidly changing technology of office machines, devices, and software. We believe all voices should be heard, regardless of seniority or tenure.

Position: MITS Tier II Field Technician

The MITS Tier II Field Technician is essential in supporting the Field team at Pacific Office Automation. As a MITS Field Supervisor, you serve as the final voice for the team, interacting with clients, third-party vendors, Sales, Management, and other stakeholders to ensure smooth operations. You should demonstrate exceptional critical thinking, systems analysis, broad technological knowledge, and excellent customer service skills.

Key Responsibilities:

1. Provide efficient, timely, and well-documented technical support for support tickets.
2. Deliver excellent customer service by building strong relationships and collaborating with vendors and support teams.
3. Mentor, train, and support team members, handle escalations, and perform advanced troubleshooting.
4. Oversee desktop deployment coordination, planning, and administration.
5. Ensure all tickets are fully documented and meet service-level agreements.
6. Verify and update accurate time entries for tickets and tasks.
7. Drive accountability for time management within the ticketing system.
8. Coach and motivate team members to improve technical and customer service skills.
9. Coordinate daily team responsibilities, fostering a customer service-focused culture.
10. Ensure high-quality service delivery and adherence to SLAs.
11. Manage team performance by setting expectations, reviewing results, and addressing underperformance.
12. Promote continuous improvement and process optimization.
13. Operate effectively in a technology-driven, team-based environment.
14. Identify and recommend process improvements.
15. Resolve escalations and complex issues with urgency and professionalism.
16. Act as an escalation point for Field Service tickets.
17. Ensure the Managed IT Field Service Team meets or exceeds company goals.
18. Perform other duties as assigned.

Qualifications:

1. Proven experience in IT support, network management, or related technical fields.
2. Strong leadership and team coordination skills.
3. Excellent problem-solving abilities.
4. Exceptional communication skills, capable of explaining complex technical details clearly.
5. Experience managing projects, especially desktop deployments.
6. Familiarity with IT infrastructure, ticketing systems, and CRM tools.
7. Proficiency in Microsoft Office Suite.

Additional Attributes:

1. Ability to operate autonomously within a team environment.
2. Strong organizational skills and attention to detail.
3. Willingness to learn and adapt to new technologies.
4. Willingness to travel as needed.

Education:

1. Bachelor’s degree in Information Technology, Computer Science, or equivalent experience.

Our Commitment to Diversity and Inclusion

Pacific Office Automation is proud to be an equal employment opportunity employer. All qualified applicants will receive consideration regardless of race, color, national origin, gender, sexual orientation, gender identity, age, religion, veteran status, or other protected characteristics. We celebrate diversity because it makes us stronger.