Field Services Tech II - Compucom
Bethesda, MD 20817
About the Job
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 Field Technician to join our team.
Our Field Technicians will be assigned to support a designated customer within a specified geographic area. As a Level II Technician, you will act as the primary point of contact for customers on technical and service-related issues. You will troubleshoot, install, manage cabling, and collaborate with other Level II Technicians or Lead Technicians to resolve problems accurately and efficiently. Proficiency in configuring hardware and completing necessary application setups is essential, along with obtaining customer confirmation that the issue has been resolved. Success in this role depends on meeting Service Level Agreements (SLAs) and documenting outcomes in ServiceNow upon completion.
Responsibilities
Our Field Technicians will be assigned to support a designated customer within a specified geographic area. As a Level II Technician, you will act as the primary point of contact for customers on technical and service-related issues. You will troubleshoot, install, manage cabling, and collaborate with other Level II Technicians or Lead Technicians to resolve problems accurately and efficiently. Proficiency in configuring hardware and completing necessary application setups is essential, along with obtaining customer confirmation that the issue has been resolved. Success in this role depends on meeting Service Level Agreements (SLAs) and documenting outcomes in ServiceNow upon completion.
Responsibilities
- Performing advanced exchange of like for hardware.
- Sound understanding of customer support, operations, and processes.
- Able to communicate effectively both written and verbally, with the customers and in ServiceNow.
- Ability to coordinate and prioritize multiple tasks simultaneously in a fast-paced environment while maintaining attention to detail and quality.
- Follow-up with end users to provide status updates as per service level guidelines (SLA's).
- Attention to inventory levels and the ordering process to replenish and maintain vehicle stocking levels.
- Associate’s (or equivalent) degree in Computer Science or Information Technology from a technical school or equivalent work experience
- Able to communicate effectively both written and verbally, with customers, peers, Team Lead, Service Delivery Manager
- Working knowledge of Windows operating systems, networks, and tools is required
- Working knowledge of typical banking equipment
- Ability to coordinate and prioritize multiple tasks simultaneously while maintaining attention to detail, quality, and SLA
- Demonstrated capability to achieve results in a fast-paced, client-driven environment
- CompTIA A+ Certification – REQUIRED
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
Source : Compucom
