IT Remote​/Field Technician

• Receive inbound calls and record significant information.
• Handle complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution. Keep records of customer interactions, process customer accounts and file documents.
• Receive and dispatch service calls or deliveries
• Prioritize calls according to urgency and importance.
• Use phone, text message, or emails to technicians or other field units to appropriate locations.
• Monitor the route and status of field units to coordinate and prioritize their schedule.
• Provide field units with information about service calls.
• Enter data into ticketing system, and maintain logs and records of calls, activities and other information.
• Handle complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
• Follow communication procedures, guidelines and policies.
• Remotely troubleshoot and resolve end‑user desktop/laptop issues in a mixed Windows OS, Linux OS, Chrome OS, Mac OS X. Using remote software Gotoassist or Teamviewer.
• Backup, image and restore data on desktop/laptop systems.
• Provide in and out of warranty hardware (printers, scanners, etc.).
• 2 years of experience in IT or a related field with a strong background in operating systems, desktop and hardware support.
• When required provide one‑on‑one technical training to customers.

• 2+ years of IT experience, with at least one year of helpdesk/desktop support experience
• CompTIA A+ certified (will consider experienced candidates who are willing to get A+ certified in 6 months of hire)
• Major Windows and some familiarity with MAC
• Above average communication and documentation skills
• Reliable internet connection
• Superior oral and written communications skills
• Good with documentation and working with ticketing systems
• Team player

Job Category Administrative, Customer Service, Information Technology, Marketing, Sales, Social Media