Tier I Project Technician

Title: Tier I Project Technician

Location: Nashville, In Office

Status: Full time/Exempt

Reports to: VP of Operations

Summary

The Tier I Field Project Technician provides technical support to clients in the field, both remotely and on-site, with a focus on resolving technical issues that cannot be resolved remotely. This role requires a solid understanding of networking concepts and hardware, as well as strong troubleshooting skills. The Tier I Field Project Technician is expected to participate in large-scale IT projects, including network installations, server migrations, and hardware upgrades. This role collaborates with Tier 2-3 technicians to resolve complex network and system-based issues. This role requires the ability to scope projects through systems and network environment research, client discovery calls, and estimating project tasks as well as estimating task timing to be reviewed in collaboration with Tier 2-3 techs and Project Manager.

Responsibilities

• Provides timely and accurate updates to clients and the internal team on project status and issue resolution.
• Troubleshoot various platforms such as Microsoft Windows (All Versions), Mac OSX, Windows Server (All Versions), SQL Server, MS Exchange, Active Directory, Terminal Services, Microsoft Azure, VMWare, Meraki, Cisco, Aruba, and more including various networking protocols such as VPN, TCP/IP, etc.
• Communicate in layman’s terms complex technology to customers in person and over the phone.
• Assist in the rollout of large projects, including installation of computers, servers, firewalls, switches, APs, and more, as well as using network planning/tuning software to ensure adequate Wi-Fi coverage.
• Utilizes our organization’s monitoring software/hardware used in the maintaining the client’s systems and network infrastructure.
• Ensures the integrity and security of enterprise data on host computers, multiple databases, and during data transfer in accordance to business needs and industry best-practices regarding privacy, security, and regulatory compliance.
• Assesses system performance. Sets up and observes network, systems and peripherals. Recommends and implements upgrades or improvements. Resolves system related problems and offers technical assistance to users.
• Monitors performance and maintains security of systems and LANs. Work with multiple hardware and software platforms.
• Perform Disaster Recovery functions for supported end clients.
• Coordinate with Sales Staff and Management, as well as other technical staff on project planning, and implementation.
• Provides intensive research and project scoping for requested projects to provide accurate project tasks, estimated hours for tasks, and project summary that includes critical user experience and timeline considerations.

Requirements and Qualifications

• Associate's degree in a related field, or equivalent experience. 
• 3+ years of experience providing technical support, with a focus on networking and A/V equipment. 
• Strong understanding of networking concepts and hardware, including routers, switches, firewalls, and access points. 
• Experience with server installations, network migrations, and hardware upgrades. 
• Familiarity with audio/visual equipment, including projectors, document cameras, and audio systems. 
• Ability to configure and troubleshoot a variety of devices, including computers, mobile devices, printers, and networking equipment. 
• Strong troubleshooting skills and the ability to diagnose complex technical issues. 
• Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical clients. 
• Detail-oriented with excellent documentation skills. 
• Valid driver's license and ability to travel to client sites, up to 4-5 days at a time. 
• Valid driver's license and ability to travel to client sites. 
• Ability to lift up to 50 pounds and work in tight spaces. 
• Flexibility to work outside of normal business hours, including on-call rotations and overnight travel. 
• Possession of relevant certifications, such as CompTIA A+, Network+, and CCNA, is a plus. 

 Key Competencies

• Strong problem-solving abilities and a proactive approach.
• Ability to manage time effectively and prioritize tasks.
• High level of professionalism and customer service orientation.
• Ability to work well in both independent and team environments.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, religion, sexual orientation, gender identity, national origin, status as a veteran, and basis of disability or any federal, state, or local protected class.