Sr. Field Tech Support

Company: Horizontal Talent
Location: Santa Fe
Posted on: May 15, 2022

Job Description:

SUMMARY Provide in knowledgeable PC software, hardware, and network connectivity troubleshooting, as well as advanced knowledge of MAC OS/software/hardware. Diagnose and resolve these issues for corporate employees and sales associates. Installation, configuration and onsite support of PC software, hardware, and network devices located within the designated regions/offices. Proactive and effective customer service skills are an absolute requirement. ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned. Provide support in person and/or by phone to local and remote customers. Keeps customer informed of issues and provides update in status in ticket tracking system, Service Now. Installs, configures and troubleshoots Windows & MacOS operating systems and other approved peripherals. Installs, configures and troubleshoots network cards/Wi-Fi network connectivity software. Installs, configures and troubleshoots proprietary application software. Assists Network Engineers in debugging network issues as required on site. Setup or moving of PC/Mac workstations or laptops Configures and troubleshoots network printers and printing on client computers. Resolve issues in a timely manner. Ensure customer satisfaction with every interaction. Performs special projects as requested by supervisor. Escalates issues as necessary to other groups within the IT organization. May be required to travel overnight. ESSENTIAL COMPETENCIES Teamwork Offers help to accomplish tasks or objectives outside ones area of primary responsibility. Brings problems to someone's attention that can help when unable to offer personal assistance. Treats customers (internal and external), colleagues, subordinates and superiors with respect. Communication Communicates with customers (internal and external), peers, subordinates and superiors with a positive and professional attitude. Communicates all the information necessary for someone to understand any given situation and confirms understanding from the individual(s) being given the information. Listens and observes attentively, allowing an exchange of information. Anticipates questions. Writes clearly and concisely, with an appropriate awareness of the intended audience. Responds in a timely and effective manner to internal and external correspondence and communication Decision Making Uses sound logical judgment to choose an appropriate course of action. Takes decisive action and seeks assistance of others in decision-making, as appropriate. Evaluates risks, consequences, and interests of those affected by decisions. QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Basic understanding of networking and TCP protocol Ability to install &troubleshoot operating system software Ability to install hardware, peripherals and resolve hardware conflicts Ability to provide support via telephone to end-users Ability to work independently Ability to handle multiple priorities and possess a high degree of flexibility Ability to take initiative and work well under pressure Strong interpersonal and communication skills Strong team player attitude essential Strong Time Management skills Strong problem-solving skills Strong written and verbal communication skills. EDUCATION and/or EXPERIENCE Required: Windows and MacOS (installation and troubleshoot) Microsoft Office (installation and troubleshoot) 2 years desktop and Internet access support experience Strong knowledge in all Microsoft Products including (Office, Office365 applications, Sharepoint, and Yammer) Basic network and server administration knowledge. Preferred: 3+ years desktop support experience Experience with MAC OS and Apple i-products MCSA and/or CNA, or 2 years experience as technical support person in a network environment. Windows MCP or 2 years equivalent experience. Experience with HTML, Flash, and other web technologies. CERTIFICATES, LICENSES, REGISTRATIONS MCSA or MCSE, A+, or equivalent work experience. PHYSICAL DEMANDS: Ability to lift computers, printers, and monitors up to 50 lbs. Dexterity of hands and fingers to operate computer keyboards and mouse as well as others computer components. Ability to get to branch offices by individuals own means of transportation and a valid drivers license while carrying tools\equipment and spare parts. Frequent travel between office locations Candidates should be: Self-motivated Have strong communication Stay on top of their work Be proactive and help solve problems Provide quick efficient service to the offices Report and document all service request in ticketing system. Follow up and follow through are mandatory

Keywords: Horizontal Talent, Santa Fe , Sr. Field Tech Support, Other , Santa Fe, New Mexico