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When it comes to IT solution providers, there are a lot of choices. But when it comes to providers with innovative and differentiating end-to-end service offerings, there's really only one: Zones - First Choice for IT.TM
As a rapidly growing global provider of IT solutions, we've expanded from Seattle to Sydney and beyond - with reach in over 80 countries around the world. Today's top brands count on Zones and our world-class partners - Microsoft, Apple, Cisco, Dell, Lenovo, and more - to transform their enterprises. To support this transformation, Zones offers products and services across four Solution Environments: Workplace Modernization, Network Optimization, Data Center Transformation, and Security Fortification.
Zones nfrastructure, the Services Company of Zones, is a collaborative team of more than 700 technology architects, engineers, technicians, and specialists that designs, builds, and operates IT solutions. Our focus on insight, execution, and results has helped us become the First Choice for ITTM for many of today's top brands.
At Zones, work is more than a job - it's an exciting career immersed in an inventive, collaborative culture. If you're interested in working on the cutting edge of IT innovation, sales, engineering, operations, administration, and more, Zones is the place for you!
Position Overview
As a Field Service Technician, you will be responsible for providing technical support for hardware and software issues as related to desktop technology within the field of patient care. This person will provide excellent customer service with a friendly and attentive attitude while handling multiple requests spanning a variety of technologies. The Field Service Technician will also upgrade, install and support all necessary hardware and software.
All levels being considered - entry level to experienced.
Key Responsibilities
The Field Service Technician will perform the following tasks:
o Travel to customer locations throughout the greater Cleveland metro area (must have reliable vehicle - mileage reimbursed).
o Deskside support of incidents and service requests:
o Troubleshoot and remediate PC/peripheral/mobile device hardware and software issues and provide repair action for incidents.
o Install, configure and support new hardware and software for service requests.
o Document resolution to desktop issues, propose solutions to root cause problems.
o Maintain hardware and software inventories.
o Assist with project-based work as needed and as directed by leadership.
⢠Respond to incidents by phone or email customer in a timely manner. Additionally, provide written receipt of Incident and convey the expected technician arrival time.
⢠Update customers online ITSM (ServiceNow) ticketing system, inventory/asset management systems as required, and complete appropriate paperwork for customer acceptance.
⢠Support contract SLAs and manage workload to meet those SLAs.
⢠Demonstrate a high level of professionalism, interpersonal skills and team-oriented attitude.
⢠Demonstrate active listening skills with ability to act with sensitivity and empathize with customer's situation.
⢠Demonstrate compassion in a patient care environment in support of overall service provided to the customer.
⢠Document resolutions to desktop issues and propose solutions to root cause problems.
⢠Provide support for L2 & L3 issues. Learn and become knowledgeable of customer products and services.
⢠May be responsible for resolving more complex supports requests depending on experience.
⢠May provide coaching and mentorship to new team member overtime.
We are seeking candidates with the following experience and skills
EDUCATION:
⢠Bachelor's Degree preferred. Minimum of an Associate's Degree or equivalent HS Diploma and at least 1 -2 year of experience with PC systems, related peripherals, common software programs and Operating Systems.
REQUIREMENTS/EXPERIENCE
⢠Strong PC hardware diagnostics skills. HP PC Hardware certified a plus.
⢠Highly skilled in the Break/fix solutions - (mainly HP).
⢠Strong knowledge of Windows 7, MS office suite & 0365. Windows 10 experience a plus.
⢠Knowledge of Mac OS/Apple iOS.
⢠Well versed in remote take over tools in support of PCs, Network Printers as well as remote connectivity via VPN.
⢠Virus /Malware eradication skills through normal tools sets.
⢠Experience setting up printers, monitors and IT cabling.
⢠Ability to document processes and procedures.
⢠Independent and trustworthy
⢠Superior customer service and interpersonal skills
⢠Excellent oral and written communication skills.
⢠Candidate must be flexible to work staggered shifts, possible weekend coverage at times, and On Call hours (24x7).
⢠Ability to lift 50 lbs.
⢠Must possess a clean valid driver's license and a reliable vehicle.
⢠Must be able to pass a thorough background check. (criminal, education, employment).
Employment is contingent based on background check results.
Please email your resume to cara.mcevoy@zones.com and specify salary requirements.
At Zones, we take great pride in offering a full spectrum of comprehensive, flexible benefit programs to our employees:
⢠Medical/dental/vision coverage
⢠401(k) plan with matching provision
⢠Life insurance
⢠Paid vacation time
⢠Financial protection benefits
⢠Group discounts & perks
⢠Wellness programs
⢠And more
Zones is also proud to be a certified Minority Business Enterprise (MBE), Corporate Plus member of the Northwest MSDC (Minority Supplier Development Council), and Equal Employment Opportunity Employer (EEOE) committed to diversity and inclusion. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, sexual orientation, national origin, age, citizenship, marital status, disability, gender identity or Veteran status.
We offer employment and advancement opportunities to every applicant.
Come join our team. Let's talk.
More information about Zones nfrastructure can be found at www.nfrastructure.com.
