Job Title: Technology Service Technician

Branch: 87

Department: Service

Reports to (Title): Manager

Date: 05/10/2024

BASIC FUNCTION

Primary Responsibility: The Technology Service Technician (TST) is responsible for remote and on-site installation, maintenance and repair of customer IT network and telephony products and systems, which may include network infrastructure hardware (i.e. Servers, Workstations, Racks, Routers, Firewalls, and Backup Solutions) and software networked configurations. TSEs are a vital link to the sales organization, in providing sales lead opportunities and/or feedback based on customer usage, change in business needs and other areas of Tech Services focus.

WORK PERFORMED

Maintains a high level of customer satisfaction and responsiveness to all business needs.

Responsible for responding to service calls generated by the Network Operations Center (NOC), which carry the highest priority of all dispatched calls. TSTs will contact the customer immediately to provide confirmation of the dispatch and an arrival time.

Complete network assessment and all associated forms

Ensures high-level customer satisfaction by providing end-user training on implemented solutions and advising customers on preventative maintenance procedures and configurations that may impact product and network performance.

Providing consultative assistance for complex network issues that involve output devices (printers) and document management software.

Ability to use experience and independent judgment to handle unique and sometimes complex situations.

Depending on technical expertise and certifications, TSTs may be required to assist with projects outside of their immediate areas of responsibility.

Communicate status updates, concerns or observations, and any client communications to Manager; daily.

Utilize sophisticated diagnostic tools, service aids, product schematics, and any other available product information in the assessment and resolution of network equipment failures.

Maintain their technical certifications, as well as obtain the expertise and knowledge on product & solution training specific to the needs of their function.

May assist in the development of associate level employees on IT Services offerings and solution identification to help improve/increase their proficiency and effectiveness in the application of diagnostic techniques and solutions.

Provide comprehensive technical support on advanced technologies in the IT network environment and can assist in the development and delivery of technology and skills development seminars.

Perform other duties as required.

EDUCATION REQUIREMENTS

• 4-year college degree in a technical (MIS, IT) program or equivalent experience

• Experience working as a member and leader of a team
• Technical hardware knowledge
• MCITP Enterprise Administrator or MCSE Certification required.

EXPERIENCE REQUIREMENTS

A minimum of 2 year experience in designing, installing, configuring, administering and troubleshooting network or telephony systems is preferred.

Experience required in the following areas:

• Computer networking.
• Server operating systems.
• Apple operating systems.
• Advanced network training and experience
• Experience installing network systems in the field

Additional skills required:

• High level of network systems and troubleshooting
• Excellent verbal and written communication skills.
• Excellent customer service skills
• Ability to diagnose and troubleshoot methodically and efficiently.
• Ability to manage multiple tasks with frequent interruptions, occasionally in urgent situations.
• Ability to communicate, interact and work effectively and cooperatively with people from diverse ethnic and educational backgrounds.

WORK ENVIRONMENT

• Work in areas which require attention to detail in a varied environment.
• General office environment. May spend long hours sitting or standing.
• Some physical effort is required which may involve bending, reaching, stretching, or similar activities as well as lifting or moving items weighing up to 60 pounds
• Requires a valid state driver's license and minimum level of auto insurance coverage per company policy for position entails extensive use of personal car while on company business.

SPECIAL REQUIREMENTS

• Employee must complete required courses as described by Human Resources for all employees.
• This description presents the major responsibilities required for this job title. Individual positions may require the performance of additional duties as assigned.

BUDGET RESPONSIBILITY

• Secure and maintain work environment; PC, Phone and other assigned equipment.