Position Overview
The Hybrid Field Technician is an in-house IT professional responsible for delivering exceptional customer support to client needs and requests. This position requires a strong ability to troubleshoot and solve a variety of IT related issues, as well as the capability to identify challenges that may necessitate additional team support.
This role provides first call response and resolution to clients consistent with the customer's SLA's. Support on a variety of desktops, systems, applications, networks, and mobile devices is in-line with the demands of this role.
Responsibilities include providing Level II technical support via phone and email to clients, handling first call resolution while building strong customer relationships, and efficiently analyzing, diagnosing, troubleshooting, and resolving technical issues at desktop, server, and network level.
* Provide technical support via phone and email to clients
* Handle first call resolution while building strong customer relationships
* Analyze, diagnose, troubleshoot, and resolve technical issues at desktop, server, and network level
* Maintain awareness of customer's SLA and support efforts to stay within the boundaries of the SLA
* Participate in general meetings, company trainings, and updates
Key requirements for success include advanced knowledge of Windows Desktop Operating Systems, Windows Server Operating Systems, Configuration and Administration of Active Directory and Group Policy Objects, Administration of Exchange Servers, Office 365 Administration, Networking including TCP/IP, Switching and Wireless, and basic knowledge of Mobile Devices and Mobile Device Management, Basic Configuration and Administration of HP, Dell, Cisco & Meraki Networking, VLANs, Routing and Wireless, SANs and Shared Storage.