IT Field Support Technician

BCS365•Rockland, MA

2d•$30 - $38•Onsite

About The Position

The Field Support Technician will be responsible for providing on-site technical support to BCS365 clients. Your primary objective will be to resolve complex technical issues that cannot be addressed remotely, ensuring minimal downtime and maximum client satisfaction. This role requires strong technical expertise, excellent problem-solving abilities, and exceptional customer service skills. The technology includes but is not limited to enterprise Desktops Systems, Collaboration Tools, Cloud Applications, Cloud Security, AD Services and Network Components.

Requirements

Bachelor’s degree in computer science or related field, or equivalent experience
4 years minimum IT experience
Previous MSP experience, or experience supporting external customer base
Must have O365 Admin, Azure (AAD) and On-Prem AD experience
Familiar with Group Policy and Conditional Access Policy (CA)
Experience with ServiceNow and Automate RMM
Advanced understanding of operating systems (Windows 10 or higher and MAC OS X), printing systems, network topology and infrastructure terminology
One or more of the following certifications: CompTIA A+, Network+, Microsoft MCP, MS 900, AZ 900
Valid Driver's License
Standing or sitting for extended periods of time, bending, kneeling, twisting, and lifting up to 75 lbs.
Must be able to use a computer, handle IT equipment, and communicate with customers.
Must be authorized to work in the U.S.
Must be able and willing to commute daily to Rockland, MA office.

Nice To Haves

MS 102, AZ 104 or CCNA certification
Continually advancing your knowledge base through certification courses

Responsibilities

Respond to client requests for on-site assistance promptly and professionally.
Travel to client locations throughout the Massachusetts area within a day's notice to provide level 2 technical support. (Same day notice may be required)
Provide on-site meeting support: Physically be present at a meeting location to assist with the smooth running of the event, including tasks like setting up equipment, managing logistics, troubleshooting technical issues, providing attendee support.
Provisioning: Setting up IT Systems, including new user accounts and hardware replacements.
Provide on-site support to troubleshoot, diagnose and maintain video conferencing rooms.
Diagnose and resolve complex hardware, software, and network-related issues faced by clients. Analyze problems, determine the best course of action, and implement appropriate solutions to minimize downtime.
Log, track, and update all support incidents in a timely manner using ServiceNow ticketing system. Ensure that issues are documented accurately, including troubleshooting steps taken and problem resolution details.
Perform installations, upgrades, and configuration of computer hardware, software, and peripheral devices at client sites. Ensure proper functionality and compatibility with existing systems.
Assist with the setup, maintenance, and troubleshooting of client network infrastructure, including routers, switches, and firewalls. Collaborate with network engineers to resolve complex network issues.
Establish and maintain positive relationships with clients, providing regular updates on the status of ongoing issues and ensuring open lines of communication. Offer clear instructions and guidance to clients on technical matters.
Create and maintain technical documentation, including standard operating procedures, troubleshooting guides, and knowledge base articles. Share knowledge and provide training to clients and internal teams as needed.
Follow established protocols, security guidelines, and service level agreements (SLAs) when performing job duties. Comply with company policies and procedures related to information security and data protection.
Provide Information Technology Support (ITS) relating to desktop technical issues involving Microsoft’s core business applications, operating systems for PC (Windows 7+), MAC (OS X) and peripherals.
Function as the first point of contact to the customer for all types of service requests.
Be on Phone Support when not actively working a case or at a client’s location.
Process service requests as they arrive through direct customer call or other communication vehicle.
Create new cases in ticketing system: Obtain and evaluate all relevant information for service issues and requests, according to procedures.
Self-Assign incoming cases by identifying and investigating users’ questions and problems and providing immediate solutions when applicable.
Escalate client support cases that cannot be remedied quickly to appropriate resource following the escalation process and procedures.
Enter time and all work with proper updates in ticketing system as it occurs.
Apply technical knowledge to quickly resolve end user related opportunities such as password resets for the various applications supported.
Address email related issues (i.e., creation of distribution lists, shared mailboxes, etc.).
Address phone related issues (Apple and Android) via Intune or other MDM.
Administer security group permissions on files shares, SharePoint and other applications per policy.
Troubleshoot network connectivity, printer issues, and collaboration applications.
Provide technical break/fix support for all ITS Systems currently deployed in production.
Interface and maintain effective communication with business users and other ITS team members when analyzing, updating and resolving cases.
Administer, maintain and provide second level support of back-end global ITS systems.
Identify opportunities for continuous improvement of systems in production.
Collaborate with the Dispatcher and Help Desk Manager to ensure requests are routed to the proper resource to be resolved quickly and efficiently.
Maintain acceptable KPI’s levels to meet expectations.
Data entry may be required for new and active clients in ticketing system.
Onsite work at client locations will be required as needed (clients may be in Massachusetts, New England, or other states within the U.S.).
Adhere to schedule, as well as be flexible as start/end times may vary due to client needs.
Demonstrate exceptional customer service skills to exceed customers’ expectations and to minimize escalations by taking ownership of customer reported issues.
Illustrate diplomacy, tactfulness and empathy when dealing with customers.
Exemplify ability to defuse escalations and high-tension situations.
Possess well-developed ability to appease customers experiencing service outages and difficulties.
Listen actively and ask clarifying questions to seek understanding.
Go above and beyond the duty to delight customers.
Exhibit a genuine drive for customer satisfaction and retention.
Other duties as assigned.