Field Technician - Hybrid

Sourcepass - New York, NY

Full-time - Entry Level

Hybrid - New York, NY

501-1,000 employees

About the position

The Hybrid Field Technician is an in-house IT professional, qualified to provide superior customer support to client needs and requests. This position requires a strong ability to troubleshoot and solve a variety of IT related issues, as well as the capability to identify challenges that may necessitate additional team support in order to best serve the client. You should have experience in a client server environment with basic conceptual network understanding. This role provides first call response and resolution to clients consistent with the customer's SLA's. Support on a variety of desktops, systems, applications, networks, and mobile devices is in-line with the demands of this role. The salary for this position is $70,000+ (negotiable based on experience). This role requires client site visits in NYC, Queens & Western Long Island 10% of the time.

Responsibilities

• Provide Level II technical support via phone and email to clients
• Handle first call resolution while building strong customer relationships
• Efficiently analyze, diagnose, troubleshoot, and resolve technical issues at desktop, server, and network level - or engage further resources if needed
• Ensure that IT network is being maintained to satisfy client requirements including monitoring of system performance and identification of system enhancements
• Update security programs and administer password changes to prevent unauthorized access to privileged data and information
• Administer system back-up and restoration processes
• Manage user workstation/server accounts, permissions, messaging systems (email, instant message), anti-virus and anti-spam
• Document client issues and resolutions to maintain internal knowledge base
• Maintain an awareness of customer's SLA and support efforts to stay within the boundaries of the SLA
• Participate in general meetings, company trainings, and orientation updates
• On-call rotation required

Requirements

• Advanced knowledge of Windows Desktop Operating Systems thru Windows 10
• Advanced knowledge of Windows Server Operating Systems thru 2016
• Advanced knowledge of Configuration and Administration of Active Directory and Group Policy Objects
• Advanced knowledge of Administration of Exchange Servers thru 2019
• Advanced knowledge of Office 365 Administration
• Advanced knowledge of Networking including TCP/IP, Switching and Wireless
• 2 or more years of post-education IT work experience OR Associates Degree in Computer Science, Information Technology or similar
• Must be able to work independently and in a team environment
• Self-motivated and accountable to own client issues to resolution
• Solid time management and organizational skills
• Excellent verbal and written communication and professional interaction with diverse clients and colleagues

Nice-to-haves

• SQL and Citrix experience
• Microsoft InTune experience
• Basic Knowledge of Mobile Devices and Mobile Device Management (Blackberry, Windows Mobile, Android and iOS)
• Basic Configuration and Administration of HP, Dell, Cisco & Meraki Networking
• Basic Knowledge of VLAN's, Routing and Wireless
• Basic Knowledge of SAN's and Shared Storage