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    Tekscape, Inc.
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IT Field Technican

New York, New york city, 10001 New york city USA

Vacancy expired!

About Tekscape: At Tekscape, we strive to be a market leader in Managed Services. Our driving force is to help customers reach their business goals by providing high-quality service to support all clients' needs. To accomplish this, we obsess about the details to deliver services that are constantly evolving through a team with a passion for technology. We work in a collaborative environment that fosters and rewards innovation. The role provides systems engineering expertise in deploying, migrating, and delivering our client's on-prem and cloud infrastructures. Tekscape's Manages Services team provides expertise in the design, deployment, and operation of our client's network infrastructure. We excel at implementing designs from simple topologies to the latest technologies while emphasizing best practices. Our customer service approach to understanding client goals ensures successful project completion and client satisfaction.

Job Purpose: The Field Technician | On-Site Engineer role will provide the dispatch lead assistance in the acknowledgment, classification, and assignment of client tickets. The field technician will be dispatched onsite to client sites to resolve issues that the service desk is unable to fix remotely. The field technician will also be the onsite resource to fulfill regularly schedule onsite support commitments to various clients. The field technician will also provide level one end-user support as required.

  • Assist the dispatch lead in ensuring engineers are prioritizing and following up on the ticket queues regularly
  • Deployed to client sites as needed to solve client issues
  • Provide onsite support coverage as needed for clients with regularly scheduled onsite support
  • Provide ad-hoc and temporary onsite support coverage tickets
  • Provide end-user account and end-user endpoint troubleshooting and support
  • Provide peripheral device support for end-user support

Job Knowledge/Skills:
  • Experience supporting desktop and laptop hardware
  • Experience in supporting server hardware
  • Experiencing in installation and removal of data closet and server room equipment such as, but not limited to
    • Servers
    • Firewalls
    • Routers
    • Switched
    • Uninterruptable Power Supplies ('UPS') Devices
    • Endpoint VOIP Devices
  • Experience with management of end-user domain accounts and mailboxes
  • Ability to complete workstations and laptops following build guidelines and checklists
  • Strong documentation and communication skills
  • Desire and ability to motivate oneself and quickly develop new skills
  • Excellent written and verbal communication skills applicable to a customer service role
  • Excellent planning and organizational skills, as well as sound independent judgment
  • Provide on-call support as part of an on-call rotation
  • Experience with PSA/Ticketing systems to track ticket closure and time spent on tickets
  • Experience in other Managed Service Provider environments is preferred but not required
  • Understanding of the ConnectWise PSA and ability to manage and administer the PSA backend infrastructure and settings
  • Team player attitude

Education and Experience:
  • Minimum of 3 years plus experience with maintaining, troubleshooting, and supporting of end-user technology, mobile devices, and applications

Preferred Skills:
  • Experience with troubleshooting and remediation of workstation and laptop hardware
  • Experience with management of Active Directory accounts/groups/objects
  • Experience troubleshooting Microsoft Office Suite Products
  • Experience with management and troubleshooting of end-user email issues and mailboxes
    • Office 365 & On-Premise Exchange Server Environments
  • Experience with the management and troubleshooting of end-user mobile device issues

Tekscape employees enjoy the following benefits:
  • Excellent Benefits (including medical, dental, vision, life insurance, HSA/FSA
  • Paid Parental Leave (NYS Paid Family Leave)
  • 401(k) plan with matching company contribution
  • Vacation/ Paid Time Off / Sick Leave
  • Professional Development Programs
  • Commuter benefits through ConnectYourCare
  • Employee Referral Programs
  • Fitness/Wellness Perks through Justworks
  • Corporate-Branded Swag & MORE
We are an Equal Opportunity Employer that truly believes in the benefits of diversity! Tekscape engages all employees proactively in all aspects of the business to provide them with experience and exposure to a wide range of IT environments and technologies, allowing for a diverse, creative, and thoughtful development of their skills and knowledge.

Vacancy expired!

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