Field Services Specialist

Jolera•Toronto, ON

1d•Onsite

About The Position

Jolera offers MSPs & IT solution providers next-generation managed services, enabling them to create world-class experiences for their clients. Your clients receive award-winning solutions built on over 20 years of experience servicing businesses worldwide. We’ve helped transform hundreds of MSPs & solution providers worldwide! With our collection of tenured experts, we provide an elevated managed service experience for a variety of clients. At Jolera, we treat each MSP partner with specialized care and uniquely organize our products for your individual business needs.

Requirements

Relevant Degree/Diploma or equivalent industry certificates from hardware (CompTIA A+) to networking (CompTIA Network+, Cisco or other) a must.
3-5 years experience in a technical field services role required.
Vehicle and valid driver’s license is required.
Ability to speak to customers to quickly get to the root of the issue and providing timely feedback to the client.
Hands-on experience with troubleshooting, replacing, and configuring hardware, including PCs, mobile devices, servers, and other networking equipment.
Strong knowledge of all Endpoint OS – Windows Operating Systems, OS X, iOS.
Strong knowledge of common client‐side productivity application suites (Office 365 for example).
Proven problem solving and analytical skills while onsite and working under pressure.
Excellent attention to detail, goal-oriented and action-focused.
Ability to document processes accurately and accept feedback.
Strong ability to work within a team environment and ability to work independently.
Strong verbal and written communication skills with peers, clients, and other vendors.
Ability to make sound judgement calls and escalate to senior resources when needed.
Physically capable of lifting and carrying packaged computers, monitors, and other equipment.
Experience with using Endpoint management solutions such as Intune/Autopilot as well as current Anti-Virus solutions.
Reliable access to personal transportation is a requirement.

Nice To Haves

Experience in customer service and help desk environment recommended.

Responsibilities

Identify, troubleshoot, and resolve user issues on a variety of devices – workstations, peripherals, networking equipment and servers.
Configure devices, manage inventory, update documentation, and provide superior customer care.
Workstation setups, installing, configuring hardware and software, and replacing firewalls and storage devices as needed.
Troubleshoot technical/networking issues, diagnosing and resolving faults and errors.
Project work: Site assessments, hardware deployments (servers/firewalls/switches/APs), supporting rollouts of new applications and reviewing/performing basic cabling requirements (patching/terminating).
Performs IMAC (Install, Move, Add and Changes).
Documentation creating for new processes and reviewing current documentation to ensure info on file is accurate and current.
Network printer setup, configuration, installation of hardware and software.
Responsible for the use of the ticketing system to record all problems, incidents, and changes. Ensuring accurate resolution notes and time entries for each ticket.
Identify and escalate production critical issues to the appropriate groups in a timely manner.
Provide advice and technical guidance to end users and technical resources as the situation warrants.
Comply with internal controls and policies as applicable.
Verify and diagnose servers, network hardware, and other infrastructure issues with the help of escalation staff.
Perform data backup and recovery at a user level, as required.