What are the responsibilities and job description for the Field Service Technician (Tier II) position at Intellibee?
Under general supervision, the Field Service Technician provides comprehensive, hands-on, on-site technical assistance to VSU technology users. This role involves independently troubleshooting and resolving complex software, hardware, and network problems, with all problem resolution documented thoroughly within our ITSM tool. The technician is responsible for delivering direct, on-site service, clearly communicating solutions, and ensuring optimal functionality for users across the campus. This position requires a Tier II support level.
Skill Matrix:
- Windows (10/11) Understanding of installation, configuration, troubleshooting (e.g., registry, services, event viewer) Required 3 Years
- MacOS: Proficiency in installation, configuration, troubleshooting, and user management. Desired 3 Years
- Desktop/Laptop Repair & Troubleshooting: Ability to diagnose and replace components (RAM, hard drives) Required 3 Years
- Peripheral Devices: Installation, configuration, and troubleshooting of printers, scanners, monitors, and other peripherals. Required 3 Years
- Wireless Networking: Knowledge of Wi-Fi standards, security protocols (WPA2/3), and troubleshooting connectivity issues. Required 3 Years
- Microsoft Office Suite: Advanced proficiency in Outlook, Word, Excel, PowerPoint, and Teams (installation, troubleshooting, data recovery Required 3 Years
- Remote Desktop Tools: Proficiency with tools like TeamViewer, RDP, Any Desk for remote support. Nice to have 3 Years
- Problem-Solving & Critical Thinking: Ability to diagnose complex issues logically and systematically. Required 3 Years
- Communication Skills (Verbal & Written): Clearly explaining technical concepts to non-technical users, writing clear documentation, and professional Required 3 Years
- Customer Service: Patience, empathy, and a helpful attitude when assisting users. Required 3 Years
- Time Management & Organization: Prioritizing tasks, managing multiple requests, and maintaining accurate records. Required 3 Years
- Teamwork: Collaborating effectively with other IT professionals. Required 3 Years
- Adaptability & Learning Agility: Willingness to learn new technologies and adapt to evolving IT environments. Required 3 Years
