Fairfield County MSP is looking for a strong desktop specialist to provide on-site exceptional technical support to their managed clients office and on-site at clients office as needed. The ideal candidate will have proven, successful experience working in a Managed IT Services environment or in a related IT technical support role and enjoys helping others and continual learning and career advancement. The Field Service Support Specialist is responsible for providing on-site daily technical assistance to clients in a professional and friendly manner. Must be able to triage issues, work as part of a team, troubleshoot issues remotely and onsite as necessary, and use good judgement, escalating both to our vendors and internally. Consistent persistence must be applied to ensure proper communication and appropriate follow-up and follow-through are applied.
Requirements
Provide both on-site and remote professional and courteous customer service to clients.
Quickly troubleshoot and resolve technical issues in a ticket queue.
Provide detailed documentation and explain resolutions for scalability of escalated support issues
Escalate tickets as needed.
Communicate with clients as required: keeping them informed of incident progress, impending changes, or agreed outages.
Work with vendors/partners as needed to resolve client issues.
Support for client computer networks and business-related technologies including Windows operating systems, Office 365, Azure, Remote Access usage, VOIP, mobile devices, etc.
Perform routine maintenance on PCs, peripherals, and printers as required.
Working knowledge of Managing and Troubleshooting Microsoft AD
Working knowledge of SonicWall Firewalls (Troubleshoot not Deployment)
Working knowledge of Cisco Switches including the CBS and Catalyst product lines (Troubleshoot not Deployment)
Working knowledge of Ruckus and Ubiquity Wireless Products (Troubleshoot not Deployment)
Working knowledge of Windows Server (Troubleshooting not Deployment)
Working knowledge of VMware and Hyper-V (Troubleshooting not Deployment)