Field Services Support Technician (Birmingham, AL)

Submitted Wednesday, July 17, 2019

Major Goals and Responsibilities

Responding to Help Desk requests for day-to-day issues.  Working with Help Desk on issues that are needing escalation or assistance.  Creating or working on tickets from the IT Services Help Desk systems, ensuring ticket flow and customer satisfaction.

Products and Services Involved with Position

  • Windows and Office Suite of applications
  • ConnectWise Automate
  • ConnectWise Manage
  • StorageCraft
  • Sophos Endpoint
  • Sophos InterceptX
  • Fuze Communication System

Essential Activities

  • Providing technical support for users via phone, email and remote support
  • Provide high level support for networking and application issues; escalate complex problems to the appropriate groups as needed
  • Create, update, and maintain excellent documentation and notes within the appropriate system locations to provide efficient access to time critical information
  • Provide Management with proactive suggestions as technologies change
  • Assist with ticket escalation

Prerequisites (i.e., education, training and experience)

  • CompTIA A+, CompTIA Network +, Minimum 2 years in the field of IT

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