Senior Field Services Tech - Compucom

Compucom Systems, Inc. provides end-to-end IT managed services to enable the digital workplace for enterprise, midsize and small businesses.  To enable our clients to focus on what matters most, we employ a customer-centric, hard-working, and talented group of people that Act Like an Owner, Do the Right Thing, and Have Fun Doing It!  We’re looking for a Senior Field Technician to join our team.

Our Senior Technician will work closely with engineering teams, vendors, and technical staff to evaluate new technologies and ensure optimal performance within the customers environment. Conduct thorough testing of new equipment to validate performance, compatibility, and integration with existing systems. Key to the delivery of this role is a meticulous approach to identify and resolve any technical issues before deployment in the live environment and to maintain detailed documentation of all lab activities, including equipment configurations, test results, and procedural guides. You will provide regular reports on equipment performance, issues identified, and suggested optimizations. Create detailed, step-by-step procedures for field technicians to follow when installing and troubleshooting new equipment ensuring documentation is clear, comprehensive, and aligned with company standards. The Tech III may provide expert guidance to dedicated Field resources supporting the customers in the field. The Tech III, may serve as a liaison between customers, departments, and within the organization to lead problem resolution and change management processes.  

Responsibilities

• Configure, deploy, test, troubleshoot hardware, software and systems compatibility and failures.
• Consistently provides and updates notes, creating documentation and procedures.
• Acts as the escalation point for complex and/or high priority problems, forwarding problems they cannot solve to the appropriate support groups for resolution (Manager, etc.).
• Follow all standard operating procedures (SOP) through the effective use of knowledge management.
• Performs service, repair and/or installation of computer products including system hardware and software, MFD printers, PC's, single and multi-processor servers and wired/wireless networking. 

Qualifications

• Bachelor’s (or equivalent) degree in Computer Science or Information Technology from a technical school
• 5+ years preferably with 1+ year in a lab environment
• Able to communicate effectively both written and verbally, with key stakeholders, leadership, partners, team members, other organizations, and customers
• Deep knowledge of IT hardware (storage, networking devices, workstations, teller supporting equipment) and software installation
• Experience with system configuration, firmware updates, and driver installations
• Familiarity with network protocols, operating systems, and virtualization technologies
• Strong understanding of hardware compatibility testing, benchmarking, and performance tuning
• Ability to coordinate and prioritize multiple tasks simultaneously while maintaining attention to detail and quality.
• Demonstrated capability to achieve results in a fast-paced, client-driven environment
• Senior level understanding of customer support, operations, and processes
• Strong level of technical writing
• Configuration and tuning
• CompTIA A+ Certification, Server+ or Network + Certifications
• Microsoft Certified Professional (MCP) or equivalent certifications
• Microsoft Certified Solutions Expert (MCSE)
• Dell Enterprise
• Cisco Certified Network Associate (CCNA) or other networking certifications 

Our benefits include:

Health Insurance (Medical, Dental, Vision)
Basic Life/AD&D
Employee Assistance Program
Paid Holidays
Paid Time Off
401(k)
FSA/HSA Pre-Tax Benefits
Discounts
Life/Disability Plans