Field Service Technician - Ohio, North Royalton

The announced job offer is made public by the firm: TRNSFRM and it was included in jobs list the date of: 2022-10-22 in the website greenenergyjobsonline.com.

It is announced that they have a job offer at the category of Trades & Services and the jobs location is in the state of Ohio at the city North Royalton, in the country US - at this current ZipCode: 44133

The information residing in this page is not directly announced by our websites, we help users in the intent of finding the jobs they want and redirect them back to jobs8 for apropriate applying to any of the jobs listed on www.greenenergyjobsonline.com.

The number one goal of everyone in our team is to make our Clients exceptionally happy. The Field Service Technician plays an important role in making sure that happens.

This role handles support requests that come in from our Clients or our internal team. They handle the onsite remediation of issues, and make sure that the issue is handled quickly and the Client is informed of what to expect every step of the way.

When help is needed you'll get help from or escalate issues to other members of the Service Delivery Team.

RESPONSIBILITIES & TASKS

Customer service

Providing the first remote and onsite assistance for customers through our ticketing system.

Delight our Clients with a Friendly, Quick, and Helpful Experience

Provide the Client with remote troubleshooting

Ticketing System

Use our Ticketing System to work on and resolve Helpdesk Tickets & Service Requests

Managing and recording all work through our Ticketing System

Make sure that Client Documentation is well maintained

Split tickets that have several issues into their own individual ticket

Make sure that tickets aren't "stale" throughout the process

Monitoring and Management Tools

Review the RMM dashboard and apply remediation actions as indicated by our Processes

Review regularly scheduled/automated actions as indicated by our Processes

Project Work

• From time to time the projects team will need additional resources to help deliver projects either on-site or remotely. When opportunities arise you may be required to help with project delivery
• Communication, Reporting, & Risk
• Escalate tickets that require Senior Helpdesk Engineer support
• Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue
• Submit Timesheets & Expense reports as indicated on their SOPs
• Identify, Communicate and Mitigate potential risks to the Account Manager and Clients

Teamwork

• Follow the schedule provided by the Service Delivery Manager or Service Coordinator /Dispatcher
• Follow Standard Operating Procedures (SOPs) for daily/weekly recurring tasks
• Follow all our Security Procedures and Keep a Vigilant Eye for Security Issues
• Identify opportunities for improvement and make constructive suggestions for change
• Contribute to the process of innovative change effectively
• Undertake other duties as required by the Service Delivery Coordinator, Service Delivery Manager, or CTO

Skills and Attributes

• A love of (and ability to) Solve Problems & Challenges
• Great Communications skills, founded on being a good listener
• An understanding of support tools, techniques, and how technology is used to provide services
• Strong understanding of operating systems, business applications, printing systems, and network systems
• Must be able to type quickly and accurately while talking on the phone
• A deep desire to deliver an Amazing Client Experience
• Knowledge of IT Applications, Software & Hardware
• Great Communications skills, founded on being a good listener
• IT literate - Advanced user level
• A deep desire to deliver an Amazing Client Experience
• Drivers license
• The ability to keep up with & adapt to the fast-paced IT world
• Nice to Have
• Experience using a Ticketing system / RMM Tool and PSA software
• Experience providing support via remote tools
• Experience handling Technical Service Tickets
• Experience and knowledge of working with the Microsoft 365 Platform
• Professional IT Certifications such as Microsoft MCP, MCSA or MCSE, ITIL, ITSM, etc.
• Client Experience Certifications such as Helpdesk Habits etc.
• Experience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT Support Business.

Perks

• Incentives for performance and reaching Team and Company Goals
• We have Health, Dental, and Retirement packages
• An easy-going environment and culture (we all enjoy what we do)
• Company Supplied Equipment
• A Proactive Approach to Ongoing Training to help you develop life-long skills