Field Service Technician - Alexandria, VA

Networx Business IT Solutions

 

Position Title: Field Service Technician 

 

Position Overview:

Provides Field Service support, on designated information technology products, for customers and/or original equipment manufactures primarily in the Alexandria, VA area.  Base geographical area is normally within a 85-mile radius, but depending on company workload or employee bandwidth, will extend beyond assigned base area.  Completes all assigned service calls with professionalism and technical expertise.  Informs Lead Technician, and/or Delivery Manager, of all issues that may escalate before they become volatile.  Ensures that quality and service level goals are achieved in a timely manner.  Completes all administrative duties correctly and promptly.  Provides suggestions to Lead Technician, and/or Delivery Manager, on improvement in processes relevant to assigned tasks and span of control.

 

Reporting Relationship: Reports directly to the Networx East Coast Regional Manager.Will have day to day direction from Lead Technician or Lead Dispatcher.

 

Duties and Responsibilities:Provides quality customer service and on-site support for designated equipment.Escalates problems to appropriate next level of support when necessary.Brings all customer complaints to a satisfactory closure or escalates as necessary.Monitors assigned service calls to ensure timely completion.Completes training requirements in a timely manner.Ensures all time reporting, expense reporting and other required reports are accurate and submitted on time.Provides process improvement suggestions within assigned scope of work.Meets or exceeds various service levels as established by assignment (calls per day, on-time response, administrative call closure, customer satisfaction.)Performs other reasonably related projects or assignments as assigned by immediate manager and other management staff, as requested.Responsible for ensuring on-going maintenance and development of positive customer relationships with all business partners and customers.

 

Required Skills and Abilities:Minimum of one (1) year direct PC and Laptop Hardware Field Service experience.  (Bench technical experience does not qualify an individual for this position.)  Must have Printer Repair experience on a broad range of equipment manufacturers.Associate?s Degree in Electronics, formal PC hardware service courses, or similar military related training.CompTIA A+ Certification (Hardware & Software), Completion of DCSE Certification (Upon hire).Networking skillsPrinter repair a plus **Excellent customer service skills.Good interpersonal skillsGood oral and written communications skillsSelf-motivated, self-directed, and goal oriented.Able to communicate effectively with management, staff, clients, & customer personnel.Accountable for logistical reconciliation (parts return with administrative tracking). Must be able to pass pre-employment background check & random drug screening. Lifting ? Must be able to lift 50 pounds from the floor to desktop height.Transportation ? Valid and current driver?s license in good standing.  Proof of current automobile liability insurance as required by State of residence. Work Schedule ? Random overtime and/or shift work may be required to meet customer requirements/commitments and training travel.

 

Applicant must be able to provide their own: Reliable transportation to perform daily duties of this position.Home/Laptop PC and ISP to receive/close service calls.Basic PC Service Tool Kit with DVM (Digital Volt Meter).ESD (Electro-Static Discharge) Kit (wristband, grounding cords, & mat).Personal training time to acquire client device certification.Networking Tools. (Punch down Tool, Butt Set, Line Toner, etc..)

 

Client Project Specifics: National client requiring ?on site? Desktops and Laptops troubling shooting and repair.Assigned tasks will include FRU (Field Replaceable Unit) repair, WUE (Whole Unit Exchange), FRU repair will typically be at the module / part level within Desktop and Laptop.Vendor will supply technical support.Numerous ETA phone contact check points throughout service event.

 

Benefits: Benefits: Include 401(k), Vacation, Holiday, and Certification Reimbursement, will take place per company policy.Exxon SpeedPass 100% Fuel PaidCompany provided mobile phone for business use.

Other: Position start date: Immediate.Dress code: Business Casual.No contractors.No personal businesses related to the computer industry