IT Field Service Technician Winston

Axiom Technologies - Winston-Salem, NC

Full-time

Winston-Salem, NC

11-50 employees

Telecommunications

About the position

Axiom Technologies is seeking an IT Field Service Technician to join our team in Winston-Salem, NC. As a global IT services partner, we support medium to large-scale enterprises, and this role is crucial in ensuring that our clients receive top-notch technical support. The IT Field Service Technician will be responsible for a variety of tasks that include managing incidents and service requests, providing hands-on support for IT-related issues, and ensuring the smooth operation of communication and meeting room technologies. The technician will also be involved in troubleshooting desktop issues, managing the comms room, and coordinating with vendors to resolve technical problems. This position requires a proactive approach to asset management and the ability to work effectively in a fast-paced environment. The technician will publish reports detailing incidents and service requests, assist users in logging these requests, and conduct health checks on communication rooms. They will also be responsible for managing VIPs, installing and configuring operating systems and applications, and providing support for medical devices and equipment. The role demands excellent communication skills, the ability to troubleshoot complex issues, and a willingness to travel between multiple sites within a 30-mile radius. The technician will work in shifts, including morning, afternoon, and night shifts, to ensure coverage during business hours and for 24-hour on-call resolution.

Responsibilities

• Publish Floor Walk report with incident and service request details.
• Assist users in logging incidents and requests.
• Publish comms room and meeting room health check reports by updating recent photos of comms room devices and cabling in the report.
• Manage VIPs whenever required.
• Install, fully configure and support a range of operating systems and applications.
• Answer customers' questions and resolve problems regarding the supported suite of applications.
• Assist in resolving various connectivity issues onsite.
• Coordinate schedules with team members to ensure coverage during business hours and for 24-hour On-call resolution.
• Troubleshoot Video Conferencing units.
• Troubleshoot desktop issues.
• Manage the Comms Room.
• Perform telephony and network port patching.
• Provide hands and feet support for network and server-related faults.
• Provide support to IT-related issues for medical devices and equipment.
• Support printer troubleshooting.
• Provide support for Client Specific application troubleshooting.
• Coordinate with vendors and log calls with them.
• Manage new starter requests and induction.
• Perform Physical Asset Audit whenever required and report on-site assets every month.
• Proactively check on user assets and comms room assets and ensure the Asset Management tool is up to date.
• Manage the queue and resolve tickets within SLA.
• Share reports with Team Lead.

Requirements

• Experience in troubleshooting Video Conferencing units.
• Expertise in troubleshooting desktop issues.
• In-depth knowledge of NicView, Amazon Echo, Caregility Platform, eVideon Platform, and Axis Device Manager.
• Excellent communication skills.
• Ability to attend escalations for the team.
• Proactive floor walks on every site visit.
• Experience in the medical field is preferred but not compulsory.
• Must have a car to travel to spoke sites.
• Willingness to work in shifts (morning, afternoon, and night).

Nice-to-haves

• Experience in the medical field is preferred but not compulsory.

Benefits

• Base pay range of $50K - $68K per year.