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AD Solutions · 19 hours ago

Field IT Technician

Orlando, FL

Full-time

Onsite

Mid Level

3+ years exp

AD Solutions is seeking an IT Support Specialist responsible for the daily support, service, repair, and availability of managed network devices and office technology. The role includes providing technical support, training, and managing hardware procurement and inventory for internal and external clients.

Business DevelopmentPrintingSoftware

Responsibilities

Service Level Management: Ensure Service Level Agreements (SLAs) between customers and the company are met, resolving service requests promptly and professionally

Technical Support: Provide troubleshooting for user-generated tickets, including PC/laptop/tablet/smartphone OS, basic applications, printing and connectivity, VOIP, email, remote access, and Office 365

Device Maintenance: Conduct routine servicing, troubleshooting, diagnostics, installation, component replacement, and repairs on printers, multi-functional devices, and other managed assets

Installations and Setup: Perform advanced installations, IP address configurations, printer driver downloads, and user training on supported devices

Consumables Management: Replenish and manage on-site parts, supplies, and consumables inventory for devices, maintaining appropriate PAR (Periodic Automatic Replacement) levels

Network Support: Troubleshoot server-based and networking issues in hosted and on-site environments, including routers, firewalls, VLAN, VPN, DHCP, and IP routing

Documentation: Document all service calls, ticket resolutions, network diagrams, and detailed client configurations in internal systems

Fleet Optimization: Identify over/under-utilized and frequently serviced devices for continuous fleet optimization

Customer Engagement: Communicate effectively with customers to provide status updates, training, and resolutions, ensuring a high level of customer satisfaction

Inventory Management: Manage on-site hardware inventory, including hot swap devices and printer procurement as required by the customer

Team Support: Provide training to team members on equipment features, assist in mapping devices, and provide 2nd-level technical support when necessary

Field Service: Conduct remote and on-site support as needed, requiring daily travel to customer locations and branch offices

Compliance: Follow internal escalation paths, adhere to IMACD processes (Install, Move, Add, Change, and Delete), and ensure customer data security and privacy

Administrative Tasks: Complete required administrative tasks accurately and promptly, such as documenting new findings, maintaining SLA goals, and alerting management to internal or client-facing issues

Qualification

Network SupportTechnical SupportIT Help Desk SupportHP CertificationsCompTIA A+Network+Microsoft 365Windows OSCustomer Service SkillsCommunication SkillsProblem-Solving SkillsProject Management Skills