Field Service Technicians provide professional, courteous and prompt technical support via onsite visits or by remote administration. This includes problem definition, prioritization, analysis, re-creation, resolution, and escalation as needed. Field Service Technicians provide the first level of support to Bytecafe clients.


ESSENTIAL FUNCTIONS:

- Take ownership for resolving client support issues from case logging through management of escalation or resolution
- Utilize tools and documentation provided as necessary in resolving technical issues or reproducing problem cases
- Respond to client cases and field inquiries in a timely and effective manner by answering known questions and reproducing straightforward technical problems
- Effectively use escalation procedures as necessary
- Be an advocate for providing satisfaction to clients by maintaining a proactive approach to managing and maintaining reliable infrastructure
- Facilitate issue resolution by leveraging internal experts when necessary


SECONDARY FUNCTIONS:

- Regular and reliable attendance is required
- Other job related duties as assigned
- Learn new SMB products and diagnostic tools and share knowledge with others
- Provide feedback on product and/or process initiatives developed in other areas
- Update Client Network Documentation


MAIN DUTIES:

- Perform configuration, installation and monitoring duties
- Perform system and file backups
- Maintain systems through installation of service packs, hot fixes, etc
- Perform high-level diagnostics and provide Tier 1 support
- Creates and/or updates configuration documents
- Enter time on a daily basis and updated service tickets in a timely manner

Required Skills:

- U.S. Citizenship Required
- Troubleshooting Skills
- Working knowledge of technology architecture
- Experience in system configuration
- Problem solving skills
- Working knowledge of networking concepts preferred
- Must have knowledge of Active Directory, DNS, WINS, DHCP
- Familiarity with most of the following products: Windows Servers 2008 & 2012, Microsoft Exchange, Windows 7/8/10, Android/iPhone/iPad, Microsoft Office, Google Apps, Remote support best practices
- Must have good customer service and phone skills
- Must be able to work effectively individually and in a team environment
- Must have high attention to detail and must be very organized
- Ability to work some nights and weekends
- Must be a MCP, MCSA is a plus
- A+ Certifications are a plus

Working Conditions:

• Normal professional, office environment.

The statements above are intended to describe the general nature and level of work being performed by people assigned to this job. Other duties may be assigned as needed.