Position Purpose:The Level 2 Field Support Technician will be expected to interact with clients in person to properly resolve their technical issues. They will act as a direct resource for Level 1 Field Support Technicians, assist with escalated issues, and lead teams in various client projects.

Essential Functions:

• Travel to client offices to execute hardware and software project installations

• Successfully lead projects of all sizes, including complete office remediations, refreshes, and buildouts.

• Perform on-site troubleshooting and interact professionally with clients

• Problem-solve complex situations involving hardware and software using a wide variety of internal and external resources

• Accurately identify the need to escalate an issue in a timely manner

• Building and maintaining a project plan and checklist

• Communicate directly with client and project managers to effectively plan, execute, and resolve unexpected issues

• Maintain a detailed knowledge of internal standards and best practices for installing new equipment

• Act as Help Desk resource when not assigned field or project work

• Update assigned service tickets daily by maintaining accurate records and time logging in ConnectWise

• Maintain inventory, tools, and cleanliness of a work vehicle

Required Skills/Abilities (includes L1 Field Support Technician skills):

• Communicate with Level 1 on related tickets to help advance knowledge

• Intermediate knowledge of computer systems, software, and hardware:

• Active Directory
• Create and manage organizational units
• Create and manage security groups
• Group policy
• Antivirus
• Webroot/Sophos
• Networking equipment
• Firewalls & Routers
• Switches
• Access Points
• ESXI
• Workstation configuration & installation

Add/Remove Programs

• Networking principles:

• VLAN
• DMZ

• Certifications: (will be taking from on-boarding/advancement projects)

• Allworx phone

o [VoIP] phone

o Datto/Ahsay Specialist

• HIPAA Compliance:

o Decommission old workstations and servers

o Hard drive destruction

Performance Standard:

• Quality of work performed

• Professional communications with clients

• Verifiable time accountability

• PSA reports

• 1-on-1 meetings with Team Lead

• Individual development plans

Certifications:

• Level 1 Field Support Technician certification

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as a complete list of all responsibilities, duties, and skills required of personnel so classified.

Requirements:

• Ability to work remotely and travel on-site to client offices
• Ability to park the company vehicle at their home
• Must be available to work on a rotating on-call schedule