Field Technician

Company: CAI
Location: Cleveland
Posted on: May 28, 2023

Job Description:

Job Summary We are seeking a solution-oriented Field Technician for an onsite opportunity in Cleveland, Ohio. The successful candidate will work an 8 AM - 4 PM EST or 9 AM - 5 PM EST shift, Monday - Friday. A Field Technician will provide IT end-user support including:Interact via telephone, e-mail and one on one with customers to perform diagnostics and resolve technical problems.Has knowledge and experience of commonly used concepts, practices and procedures within the IT support industry (ITIL, MOF, HDI best practices)Properly escalate unresolved issues to the next level of support with strong supporting documentation.Keep peers and management informed of trends, significant problems, and unexpected delays.Utilize excellent customer service skills and exceed customers' expectationsEnsure proper recording, documentation and closure of all records.Recommend procedure modifications or improvements.Preserve and grow your knowledge of technical procedures, products and services.Demonstrated advanced knowledge of supported customer-specific applications and hardware.Know and meet the account/team Service Level Agreements/Objectives and understand their effect on the business and help ensure team SLA/O's are met.Understanding the scope and terms of the customer(s) contract.Ensure technical support training is provided in a timely manner.Assist in evaluating and ensuring timely implementation of new tools and processes.Ability to anticipate, plan, and prioritize for varying workload levels. Ability to work independently without supervision. Qualifications Required: 3-5 years' experience in a Service Desk or technical support role1+ years' of customer service experience in a professional industryDegree in Information Systems, Computer Science (Preferred) or equivalent experienceStrong troubleshooting and documentation skillsActive Directory ExperienceDesktop and Laptop hardware support experienceProficient knowledge of Microsoft Desktop Operating SystemsBasic MDM Administration (Chrome, Clever, Jamf, Intune)Excellent customer service skillsStrong attention to detail and strong communication skills (both written and oral)Detail orientedPreferred:Experience with network printersA+ Certification or other relevant certifications Physical Demands: Sitting in a stationary positionWill need to move about inside the office to access printers, file cabinets, and other office equipment along with interfacing with end users in person at their site locationCAI is a global technology services firm with over 8,500 associates worldwide and a yearly revenue of $1 billion+. We have over 40 years of excellence in uniting talent and technology to power the possible for our clients, colleagues, and communities. As a privately held company, we have the freedom and focus to do what is right-whatever it takes. Our tailor-made solutions create lasting results across the public and commercial sectors, and we are trailblazers in bringing neurodiversity to the enterprise. Learn how CAI powers the possible at www.cai.ioCAI is acting as an Employment Business in relation to this vacancy.PDN-993757a8-282d-41ff-b376-98691d0d26a9

Keywords: CAI, Cleveland , Field Technician, Professions , Cleveland, Ohio