Field Support

Summary : Provides basic level support at each client site to install, support, upgrade and maintain client's hardware and software. Additional responsibilities include working in a cohesive manner with Service Desk personnel and other Field Technicians to resolve all issues quickly and accurately.

Tasks :

• Answer user inquiries regarding computer software or hardware operation to resolve problems.
• Assist users to diagnose and solve data communication problems.
• Consult customers and visit workplaces to determine present and future user needs.
• Provide users with technical support for computer problems.
• Install and perform repairs to hardware, software, or peripheral equipment, following design or installation specifications.
• Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.
• Configure, monitor, and maintain email applications or virus protection software.
• Participate in network technology upgrade or expansion projects, including installation of hardware and software and integration testing.
• Participate in short and / or long term projects assigned by Project Manager which may involve long duration of overnight stay.
• Load and unload automobiles of equipment, PC's and other hardware.
• Drive to client sites in respective markets daily per the routes established by Coordinator and / or Management.
• Report status of issues, exact location and other relevant information to Coordinator and / or Management throughout the day.
• Report any mechanical problems encountered with company-owned vehicles.
• Inspect and maintain vehicle supplies and equipment, such as gas, oil, water, tires, lights, and brakes, to ensure that vehicles are in proper working condition.
• Obey traffic laws, and follow established traffic and transportation procedures (i.e. Helion's Vehicle & Safety Usage Policy).
• Track, document & submit expense sheet with receipts each month to Supervisor.

Skills & Requirements

Work Context & Physical Requirements :

Required Knowledge :

Windows, Client Operating Systems, Windows Server Operating Systems, Cisco Wireless AP, General software installation and troubleshooting, PC Hardware, PC Peripherals, DMS setup and troubleshooting, Body Shop software, Parts hardware, VPN, Security Cameras, Alarm Systems, Blackberry phone setup and troubleshooting, Cabling (creating, punching, tracing, new runs), T-1 cutovers, A / V Hook up, Profiles troubleshooting, Accounting software, Terminal services, Antivirus, CRM, Microsoft Office Software, General Office Productivity software, MAC, F & I Software, Cell Phones - setup and troubleshooting, Physical and Electronic Fax setup and troubleshooting, Printer Setup and troubleshooting, Server room cleanups, Autotask, Kaseya

Qualifications :

Experience : 2-10 years

Education & Certifications : Bachelors Degree (Required)

Skills : Active Learning, Active Listening, Critical Thinking, Learning Strategies, Reading Comprehension, Speaking, Writing, Coordination, Service Orientation, Social Perceptiveness, Complex Problem Solving, Equipment Maintenance, Installation, Quality Control Analysis, Repairing, Technology Design, Troubleshooting, Judgment and Decision Making, Systems Analysis

Disclaimer

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. The criteria of this job description may change at any time as the organization sees fit, as well as perform tasks not listed on this description.