Field Technician

Valsoft Corporation • Lansing, MI

12d

About The Position

The Field Technician plays a critical role in delivering high-quality installations and technical support for WSI Technologies’ (a Valsoft/Fluent Software company's) suite of mission-critical recording solutions. This customer-facing role ensures systems perform reliably across enterprise, public safety, and government environments. You will lead onsite deployments, configure systems, troubleshoot complex issues, and maintain customer SLAs—directly contributing to customer satisfaction, operational efficiency, and overall business performance.

Requirements

• Experience with multi-platform Windows OS required.
• Strong analytical and troubleshooting skills across hardware, software, and networking.
• Experience troubleshooting network communication and connections.
• Strong time-management and communication skills.
• Experience with ITSM ticketing tools (e.g., ServiceNow or similar).
• Active Directory and Exchange experience preferred.
• Ability to work on ladders for wiring/cabling during installs and repairs.
• Ability to routinely lift up to 70 lbs of equipment.
• Relevant certifications highly desired: NICE or other telephony systems CompTIA A+, Network+, Server+, Security+ Microsoft Certified IT Professional (MCITP) CCNA
• Bachelor’s degree in Computer Science, Engineering, Mathematics, Business, or related field preferred.
• Ability to travel up to 80–85%.
• Must pass government site clearance background check.

Nice To Haves

• Experience with phone recording software/hardware preferred.
• Experience in public safety, law enforcement, or mission-critical system environments.
• Prior field engineering or onsite customer-support experience.
• Familiarity with call-recording ecosystems or telephony systems.

Responsibilities

• Installation & Configuration Perform onsite and remote installations of WSI solutions, including servers, applications, and recording infrastructure.
• Configure Microsoft desktop/server OS, virtualization platforms, and network-connected equipment.
• Execute data center tasks (server racking, cabling, wiring, hardware testing) to ensure optimal system performance.
• Troubleshooting & Support Provide timely technical support in line with customer SLAs with clear, proactive communication.
• Diagnose and resolve issues across hardware, software, networking, and the WSI product ecosystem.
• Document all actions, findings, and resolutions for both internal teams and customer visibility.
• Customer Communication Communicate professionally via phone, email, messaging platforms, and onsite interactions.
• Coordinate installation schedules, provide progress updates, and set clear expectations.
• Relay relevant status information to Field Services, Support, Project Management, and other internal stakeholders.
• Process & Product Improvement Continuously expand knowledge of WSI products, Windows infrastructure, networking, and call-recording systems.
• Provide feedback to improve documentation, installation processes, and product reliability.
• Contribute to reduced deployment timelines, faster revenue recognition, and stronger customer retention.

Benefits

• High Autonomy, High Impact: Operate independently and influence outcomes across critical customer environments.
• Career Growth: Opportunities to expand into integration, operational excellence, and cross-company collaboration within a rapidly growing software group.
• Culture of Learning: Strong commitment to continuous improvement and professional development.
• Collaborative, Entrepreneurial Environment: Work alongside leaders across multiple industries—no two days are the same.
• Comprehensive Benefits & Perks: Health, dental, and vision coverage, paid time off, and more.
• Employee Events & Team-Building: Regular opportunities to connect across our global network.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level