Technician, Field Services

RiseMe; Anaheim (CA); On-site; USD 63,039,000 - 68,770,000; Full time

Benefits offered by this job

Medical plans

Dental & Vision

Paid Holidays

401K

Stock Appreciation Rights

Life insurance

Mental health support

FSA/HSA

Training & exams

Bonuses

Job summary

IT Solutions in Orange County, CA, is seeking a Field Services Technician to join our Managed Services team. You will travel to client sites, install and configure workstations, printers, routers, and other gear, and handle escalated inquiries with a focus on quick, effective resolutions.

The role requires solid problem-solving, excellent communication, and the ability to manage multiple tickets and groups.

Qualifications

• Bachelor's degree or equivalent in related field.
• 2 years in a helpdesk role with issue triage.
• 1+ year as a Network Administrator with Windows and Office 365.
• Experience with Windows Server and Exchange Online.
• Familiarity with firewalls/remote access VPNs.

Responsibilities

• Travel onsite to client offices for service delivery.
• Install and configure workstations, laptops, printers, routers, and peripherals.
• Answer technical service calls and create tickets.
• Troubleshoot, triage issues, and document root causes.
• Provide phone and onsite support with customer focus.
• Create tickets and escalate to appropriate groups.
• Analyze logs and perform tier-1 incident routing.
• Collaborate with multiple technician groups and vendors.

Skills

Client facing

Communication skills

Organized

Problem solving

Team collaboration

Microsoft 365 understanding

Active Directory knowledge

Hardware troubleshooting

Physical stamina

Education

Bachelor's Degree

CompTIA A+

Microsoft Windows certification

Apple macOS certification

Cisco Certifications (a plus)

Tools

ConnectWise Manage

Office 365

Microsoft Exchange

Active Directory

VPNs (AnyConnect, Fortinet, etc.)

Remote Management Tools

Networking gear (Cisco, Meraki)

Job description

About ITS:

Do you have the CHOPS? IT Solutions lives its values: Client Success is Our Success, Hungry for the Journey, Ownership Thinking, Passionate Problem Solving, and Surrender the Ego. If your values align, we want you to be a part of a fast-growing Managed Service Provider specializing in providing high-end technology solutions to small and mid-market businesses. IT Solutions is a nationally recognized leader in the IT space, with over 25 years of experience and thousands of satisfied clients. Join and grow with us, as we continue to innovate new ways to help businesses Experience Excellence.

Job Summary:The Technician, Field Services is part of the Managed Services team responsible for multiple clients onsite and handling escalated inquiries for the client’s products and services. The ideal candidate is a dedicated, relentless problem solver who applies logic and an instinctive approach to resolving technical issues. At IT Solutions, most of our clients rely on us as their sole technological resource. This person should enjoy learningnew technologieson the fly while solving diverse technical challenges. The candidate should understand the value of best practices and have the foresight to thoroughly consider all potential outcomes before making impactful changes. The ability to manage the stress of client-down situations is an absolute must, and it is paramount to always provide excellent customer service.

Requirements

Responsibilities:

• Travel onsite to the client office as defined to provide services. Days not spent traveling will be worked onsite at IT Solutions or, at times, working from home.
• Ability to install and configure workstations, laptops, printers,routersand other peripheral equipment.
• Answering technical service calls and creating customer tickets.
• Must have excellent troubleshooting skills, be able to triage a customer's issue,gettingto the root of the problem ina timelymatter and document issue(s).
• Provides phone and onsite support to end users with an enthusiastic attitude to analyze,troubleshootand resolve issues tocustomer'ssatisfaction.
• Ensurescreationof tickets and escalation toappropriate group(s).
• Analyzes and troubleshoots the logs and tracks the nature and resolution of problems and can perform tier one levels of routing incidentanalysis.
• Interact and work directly with multiple advanced technician groups and vendors to upscale technical issues, provide client updates, and drive incidents to resolution often collaborating between more than one group at a time.
• Work regularly with the client’s internal service and project coordinators who assign tickets.

Knowledge, Skills, and Abilities:

• Confident and comfortable with client facing activity.
• Strong oral and written communication skills
• Communicate effectively with internal team members, customers, clients, and stakeholders.
• Maintains the ability to stay organized and be detail oriented.
• Demonstrates a passion for solving problems or helping others andtakethe initiative in driving continuous improvement/execution excellence.
• Exceptional organizational skills, including the ability to self-manage and multi-task effectively and accurately in a fast-paced and dynamic environment.
• Understandingofall Microsoft 365 offerings, as well as a basic understanding of Active Directory.
• Ability to troubleshoot and configure hardware such as printers, laptops, etc.
• Confident and comfortable with client facing activity.
• Ability to lift at least 50 pounds and be comfortable with climbing up step ladders.

Experience

Experience:

• Bachelor's Degree, or equivalent level of experience in related field
• 2 years in a helpdesk role, triaging reported issues and incidents by customers.
• 1+ years’ work experience as a Network Administrator installing, configuring,maintaining, and troubleshooting network, datacenterand security technologies.
• Experience managing or troubleshooting all Windows desktop and Windows Server (2012-Current) versions.
• Experience managing or troubleshooting with Office 365 Exchange online and Microsoft Exchange 2013-Current.
• Experience with any of the following firewalls and remote access VPNs: Cisco AnyConnect, Meraki,Sonicwall, Fortinet, etc.
• Experience with a ticketing system, such as ConnectWise Manage
• Experience with any of the following: ConnectWise,Solarwinds, Cisco
• Networking Products, Ubiquiti, Ruckus, Aruba, VMWare, Dell, and Adobe
• Good understanding of Active Directory: manipulating users/groups and doing Office 365 Administration.
• PC/Workstation migration and setup
• Experience working with and providing supportutilizingRemote Management Tools.

Certificates, Licenses, Registrations:

• CompTIA A+, Microsoft Windows, Apple macOS certification, Cisco Certifications notrequiredbut would be a plus
• Proficient in a recent version of Microsoft Office suite
• Musthave reliable transportation.The majority ofwork is to be done at client offices across theOrange County, CAarea (mileage will be reimbursed) with some work to be done from your home.

Compensation Package

This position is eligible for an hourly salary ($22- $24/hr commensurate on experience). ITS offers a full benefits package, including:

• Rich Medical and prescription plans
• Dental & Vision
• Paid Holidays and Flexible Paid Time Off
• 401K/401K Roth with Safe Harbor matching
• Stock Appreciation Rights
• Company-paid life insurance, long-term and short-term disability insurance
• Company-paid mental health support & financial wellness services
• FSA for medical and dependent care
• HSA option with compatible medical plan
• Company-paid training, materials, and exams
• Performance-based bonuses

IT Solutions is an equal employment opportunity employer that provides opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.