Level 2 Field Technician

Description

Bit By Bit is looking for a talented and passionate Field Service Technician committed to providing top-notch customer service and technical support for our clients. We are a fast-paced Managed Service Provider (MSP) providing services to small to medium size businesses. The ideal candidate will be a skilled troubleshooter that will service success that improves customer satisfaction, maximizes customer retention, and increases profitability.

Qualifications

Candidates must have excellent interpersonal, oral, and written communication skills and the ability to extract information from end users to resolve network, server, and computer related hardware/software issues. Candidate must be able to ask questions to determine the scope of what they are troubleshooting. Good communication skills, empathy and natural problem solver and people skills are necessary to establish strong relationships and effectively deal with internal and external customers.

Responsibilities

• Provide service and customer support during field visits or dispatches
• Manage all on site installation, repair, maintenance and test tasks
• Diagnose errors or technical problems and determine proper solutions
• Use of our proprietary ticketing system to track issues, keep time, set schedules, and escalate issues
• Produce timely and detailed service ticket updates
• Legibly documenting processes/procedures in ITGlue documentation platform.
• Follow all company’s documented procedures and protocols
• Cooperate with technical team and share information across the organization
• Use of email and Microsoft Teams to communicate with team members, managers, and subject matter experts.
• Act as remote hands for level 3 engineers to resolve client issues
• Comprehend customer requirements and make appropriate recommendations
• Ability to troubleshoot, test, repair and service technical equipment
• Liaising with ISP support in-person and via phone/email to resolve outages and/or facilitate service calls
• Opening vendor and OEM service tickets and liaising with their service departments
• Ability to identify, diagnose and remediate ethernet/wiring issues using a toner/probe
• Ability to work flexible shifts and to adapt to changing work schedules
• New Employee Setup (PC, Phone, Mobile, Cloud Services)
• Troubleshooting mobile devices and applications (iOS, Android, Intune)
• Troubleshooting for Windows and Mac
• Windows 10 and 11 Deployments and Software Automation
• Network and Server support
• Antivirus Deployment
• Backup Software Administration
• Microsoft Active Directory Domain and File Server Administration
• Private and Hosted Email (Exchange, Office 365, Google Apps)
• Email Spam and Antivirus Administration
• Website and DNS administration
• Virtual Server Administration -- VMWare Vsphere ESXi

Additional Desirable Skills

• Virtual Desktop Technologies (Vmware, Citrix)
• Network Certifications and Training (Microsoft, Apple, CompTIA, and Cisco)
• Firewall and Switch Administration
• Basic Programming Languages
• Familiarity with VOIP and Telephony
• Familiarity with use of hand tools
• Cable management skills
• Access to/Ownership of a car and valid US Driver’s License

Minimum of 1 year experience working with a Managed Services IT company preferred.

Education

4-year College degree, preferably a B.S in a technical science or relevant technical/trade school education or equivalent experience. Microsoft and/or Apple technical certifications are desirable but not required.

About Bit by Bit

We are a full service IT firm that was found in 1987. We are growing our company and looking for great minds to join our experienced team.

APPLY FOR THIS JOB