Job Title: Field Technician Tier 2

Job Status: Exempt/Full-Time

Job Description:

The Field Technician Tier 2 provides technical support to clients in the field, both remotely and on-site, with a focus on resolving complex technical issues that cannot be resolved remotely. This role requires a solid understanding of networking concepts and hardware, as well as strong troubleshooting skills. The Field Technician Tier 2 is expected to configure and install network hardware, including routers, switches, firewalls, and access points, and participate in large-scale IT projects, including network installations, server migrations, and hardware upgrades. This role collaborates with Tier 3 technicians to resolve complex network and system-based issues.

Primary Responsibilities:

• Provides on-site technical support to clients, with a focus on resolving complex technical issues that cannot be resolved remotely.
• Configures and installs network hardware, including routers, switches, firewalls, and access points.
• Participates in large-scale IT projects, including network installations, server migrations, and hardware upgrades.
• Collaborates with Tier 3 technicians to resolve complex network and system-based issues.
• Completes site visits to do presales discovery of potential new clients.
• Installs and configures audio/visual equipment, including projectors, document cameras, and audio systems.
• Configures and troubleshoots a variety of devices, including computers, mobile devices, printers, and networking equipment.
• Provides timely and accurate updates to clients and the internal team on ticket status and issue resolution.
• Maintains accurate documentation of all client interactions and technical procedures.
• Follows established processes and procedures to ensure consistency and quality of service.
• Provides outstanding customer service, both in person and over the phone.

Skills and Qualifications:

• Associate's degree in a related field, or equivalent experience.
• 3+ years of experience providing technical support, with a focus on networking and A/V equipment.
• Strong understanding of networking concepts and hardware, including routers, switches, firewalls, and access points.
• Experience with server installations, network migrations, and hardware upgrades.
• Familiarity with audio/visual equipment, including projectors, document cameras, and audio systems.
• Ability to configure and troubleshoot a variety of devices, including computers, mobile devices, printers, and networking equipment.
• Strong troubleshooting skills and the ability to diagnose complex technical issues.
• Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical clients.
• Detail-oriented with excellent documentation skills.
• Valid driver's license and ability to travel to client sites.
• Ability to lift up to 50 pounds and work in tight spaces.
• Flexibility to work outside of normal business hours, including on-call rotations.
• Possession of relevant certifications, such as CompTIA A+, Network+, and CCNA, is a plus.

This is a full-time, exempt position with a regular schedule of 8-5, Monday through Friday, with the expectation of being at client sites 40-60% of the week. However, the Field Technician Tier 2 may be required to work outside of these hours on occasion, such as during large project rollouts or system emergencies. This role may also be part of an on-call rotation, in which they will be available to provide after-hours support to clients. We provide a company car for this role to travel to client sites.