Provide technical hardware, software, and connectivity problem resolution to all client computers and users by diagnosing and walking users through step-by-step solutions; clearly communicate technical solutions in a user-friendly, professional manner; provide one-on-one end-user training as needed; assist engineers and technicians; troubleshoot printer problems; work with next-level support to resolve complex issues; conduct hardware and software maintenance and reporting as needed; and perform related work as required. In-State travel required.
The Tier 1 Field Engineer will serve clients by going on-site to their locations, serving as deskside support and on-site support to all client issues, responding to service tickets of the client s request or problem; resolves all first-level end-user problems; escalates all Tier2 problems to the next level of support for guidance and direction; contacts third-party vendors for warranty service repair and dispatch; and dispatches appropriate resources for problems that cannot be resolved remotely.
Must Have The Ability to:
Deliver technical customer support professionally; identify, troubleshoot and resolve a wide range of technical computer-related problems; make the distinction between first and second level end-user problems; identify, evaluate and solve end-user workstation problems; support and train end-users in a wide range of software applications as needed; read, understand and apply complex technical information; master new computer technology; maintain cooperative working relationships; demonstrate sensitivity to, and respect for, a diverse population. Represent the company in a professional manner; presenting and communicating in an effective and professional manner at all times.
Candidates must meet the minimum qualifications as detailed below, or have an equivalent of documented experience. Equivalency decisions are made on the basis of a combination of education and experience that would likely provide the required knowledge and abilities.
Must be able to sit for prolonged periods of time in front of a computer.
Must be able to perform physical activities, such as but not limited to, lifting heavy equipment (up to 45 lbs. unassisted), bending, standing, climbing or walking.
Must have access to a reliable vehicle and valid driver s license.
Must have excellent written and oral communication skills.