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Key Responsibilities and Required Skills for Field Services Technician

💰 $55,000 - $85,000

Information TechnologyField ServicesTechnical SupportHardware Maintenance

🎯 Role Definition

Are you a hands-on problem-solver with a passion for technology and a drive to deliver outstanding customer service? This role requires a dedicated and resourceful Field Services Technician to be the face of our IT support team. In this critical, customer-facing role, you will be our go-to expert for on-site technical support, responsible for installing, maintaining, and repairing a wide array of hardware and software systems. You'll travel to various client locations, diagnose complex technical challenges, and implement effective solutions to keep their operations running smoothly. If you thrive in a dynamic environment and enjoy the satisfaction of resolving issues directly at the source, this is the perfect opportunity to build your career.

📈 Career Progression

Typical Career Path

Entry Point From:

  • Help Desk Technician (Tier 1/2)
  • IT Support Specialist
  • Electronics Repair Technician

Advancement To:

  • Senior Field Services Technician
  • Field Services Team Lead / Supervisor
  • IT Project Coordinator / Manager

Lateral Moves:

  • Network Technician
  • Data Center Technician
  • Systems Administrator

Core Responsibilities

Primary Functions

  • Travel to diverse client sites to perform on-site installation, configuration, maintenance, and repair of a wide range of computer hardware, software, and network systems.
  • Diagnose, troubleshoot, and resolve complex hardware, software, and connectivity issues in a timely and efficient manner, ensuring minimal downtime and disruption for the client.
  • Independently manage a dynamic queue of service tickets, prioritizing tasks based on service level agreements (SLAs) and business impact, from initial assignment through to successful resolution.
  • Meticulously document all service activities, including diagnostic steps, parts used, and final resolutions, within the company's ticketing system (e.g., ServiceNow) to maintain a clear and accurate service history.
  • Foster and maintain exceptional customer relationships by providing clear, proactive communication, professional service, and effective solutions that ensure a high degree of client satisfaction.
  • Proactively conduct scheduled preventative maintenance and system health checks on client equipment to identify potential issues and ensure optimal performance and operational longevity.
  • Execute a variety of break/fix repairs and IMAC (Install, Move, Add, Change) requests for desktops, laptops, printers, scanners, and other end-user computing devices.
  • Install, configure, and provide ongoing support for Point of Sale (POS) systems, credit card terminals, and associated peripherals in retail, hospitality, or similar environments.
  • Perform installation, termination, and testing of low-voltage cabling, including Cat5e, Cat6, and fiber optics, as part of new installations, office moves, or network upgrades.
  • Collaborate effectively with remote help desk, network operations, and engineering teams to escalate and resolve complex technical problems that require multi-level support.
  • Deliver clear and concise end-user training on the proper use of newly installed hardware and software, empowering users and reducing future support requests.
  • Manage and maintain an accurate inventory of replacement parts, tools, and equipment within a service vehicle or local depot, including processing RMAs and restocking supplies.
  • Execute the secure decommissioning, data wiping, and environmentally responsible disposal of outdated IT assets in accordance with corporate and regulatory guidelines.
  • Install, troubleshoot, and maintain conference room Audio/Visual (A/V) equipment, including projectors, displays, video conferencing units, and control systems.
  • Assist with the staging, imaging, and deployment of new computer systems using enterprise tools like SCCM or MDT, ensuring they meet corporate standards before on-site delivery.
  • Strictly adhere to all company and client-site safety policies, procedures, and regulations to ensure a safe working environment for yourself and others at all times.
  • Participate in a scheduled on-call rotation to provide after-hours, weekend, and holiday emergency support to clients as dictated by service agreements.
  • Perform critical firmware updates and apply necessary security patches to a variety of hardware devices, including routers, switches, printers, and IoT devices.
  • Resolve end-user connectivity issues related to both wired and wireless networks, including physical port activation, Wi-Fi configuration, and VPN access problems.
  • Perform basic Active Directory administration tasks, including user account creation, password resets, and group membership modifications as required for on-site support.

Secondary Functions

  • Maintain and organize the company-provided service vehicle, ensuring it is properly stocked with necessary tools and parts to respond to service calls efficiently.
  • Contribute to the team's collective knowledge by creating and updating detailed knowledge base articles for frequently encountered issues and their resolutions.
  • Provide valuable feedback to product and engineering teams on hardware/software performance, common failure points, and opportunities for improvement observed in the field.
  • Assist in training and mentoring junior technicians, sharing best practices for technical procedures and customer service interactions.

Required Skills & Competencies

Hard Skills (Technical)

  • Hardware Diagnostics & Repair: Proficient in troubleshooting and repairing desktops, laptops, servers, printers, and various peripherals.
  • Operating System Proficiency: In-depth knowledge of Windows 10/11, macOS, and familiarity with Windows Server environments.
  • Network Troubleshooting: Strong understanding of TCP/IP, DNS, DHCP, and experience resolving LAN/WAN and Wi-Fi connectivity issues.
  • ITSM & Ticketing Platforms: Experience using and managing tickets within systems like ServiceNow, Jira, ConnectWise, or similar.
  • Active Directory Management: Competency in managing user accounts, groups, and permissions within an Active Directory environment.
  • Low-Voltage Cabling: Skills in terminating, testing, and troubleshooting Cat5e/6 and fiber optic cabling.
  • System Imaging & Deployment: Familiarity with deployment tools such as SCCM, MDT, or Ghost for system provisioning.
  • Remote Access Tools: Proficient with remote support software like TeamViewer, RDP, LogMeIn, or VNC.
  • A+ / Network+ Certifications: Industry-standard certifications (or equivalent knowledge) are highly preferred.
  • POS System Support: Experience with the installation and maintenance of Point-of-Sale hardware and software.

Soft Skills

  • Exceptional Customer Service: A genuine commitment to providing a positive and supportive customer experience.
  • Advanced Problem-Solving: The ability to think critically and analytically to diagnose and resolve unfamiliar technical issues.
  • Time Management & Prioritization: Skilled at managing multiple tasks and prioritizing work effectively in a fast-paced, dispatch-driven environment.
  • Independent Work Ethic: Highly self-motivated and able to work autonomously with minimal supervision while on the road.
  • Clear Communication: Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
  • Meticulous Documentation: A detail-oriented approach to logging service actions, resolutions, and client interactions.
  • Adaptability: Flexibility to handle changing schedules, unexpected challenges, and diverse client environments.

Education & Experience

Educational Background

Minimum Education:

High School Diploma or GED, coupled with relevant technical certifications (e.g., CompTIA A+, Network+).

Preferred Education:

Associate's or Bachelor's degree in a technology-related field.

Relevant Fields of Study:

  • Information Technology
  • Computer Science
  • Electronics Engineering Technology

Experience Requirements

Typical Experience Range:

2-5 years of hands-on experience in a field service, desktop support, or IT help desk role that involved hardware repair.

Preferred:

  • A valid driver's license and a clean driving record are mandatory.
  • Prior experience working in a role that required daily travel to multiple client locations.
  • Experience supporting specialized hardware in industries such as retail (POS), healthcare (medical devices), or manufacturing (industrial PCs).
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