Field Service Technician | Network Solutions

CBIZ•Maryland Heights, MD

13d•Hybrid

About The Position

Field Service Technicians support Edward Jones branch offices, vendor sites, and home financial advisor locations within their assigned territory. They install, upgrade, and maintain primary and backup branch connectivity and site infrastructure, including network hardware, computers, telephones, printers, and cabling. They manage maintenance, IMAC (Install, Move, Add, Change) tasks, and projects while meeting service-level agreements (SLAs), rollout schedules, and deadlines. They keep up with evolving technologies and train clients on newly implemented systems. This position supports the Cleveland, Ohio territory and requires regular travel of up to three hours in one direction to branch locations in the assigned region. A company-provided vehicle is used for on-site service calls. The role is tied to the firm’s headquarters in Maryland Heights, Missouri, but travel there is only required for one week of technical training shortly after starting. Although listed as hybrid, day-to-day work is primarily in the field within the designated territory.

Requirements

Associate’s degree from an accredited college, technical school, or university, or two years of related experience, or an equivalent combination of education and experience totaling two years.
Reside within the assigned territory to meet operational requirements.
Maintain reliable high-speed internet access for work-related tasks.
Strong problem-solving skills and attention to detail.
Effective communication skills with technical and non-technical audiences.
Strong time management and organizational skills to manage multiple tasks.
Ability to work independently and collaboratively as part of a team.
Physical ability to lift and transport equipment and work in various environments, including confined spaces.
Ability to read and review information on computer monitors for prolonged periods.
Ability to engage in extended periods of walking, sitting, and standing.
Ability to bend, squat, crawl, climb, twist, kneel, and reach at ground level and overhead.
Ability to securely hold and grip objects for extended periods.

Nice To Haves

Ability to maintain a clean and safe environment for equipment repairs as needed.

Responsibilities

Independently complete maintenance, project, and IMAC calls efficiently and within deadlines.
Provide backup coverage for neighboring service areas when needed.
Monitor and manage the ticket queue, take ownership of tickets in the assigned area, and follow them through resolution in accordance with SLAs.
Schedule estimated arrival times in line with client preferences and ensure safe, timely arrivals.
Update tickets with relevant dates, times, resolution codes, hardware usage, and other pertinent details.
Meet asset management requirements, including timely asset transactions, proper equipment packaging, and current shipping logs.
Provide timely technical support while minimizing disruption to clients’ daily operations.
Maintain an inventory of required parts and tools for client visits.
Stay familiar with documentation and tools needed for on-site and remote repairs.
Schedule and complete maintenance for company vehicles in accordance with manufacturer and CBIZ Network Solutions specifications.
Troubleshoot, repair, and upgrade voice, data, and AV hardware, including network equipment, desktop terminals, monitors, printers, telephony devices, and cabling.
Drive a company vehicle to and from work assignments.
Provide excellent customer service and foster client trust and confidence in technical expertise.
Participate in additional projects and related work as needed.
Carry and respond to a company-issued cellphone for on-call support as required.