Field Technical Specialist (Belleville, Cobourg, Peterborough)

 

Field Technical Specialist Representative – Job Purpose:

Provides technical support to users by researching and answering questions; troubleshooting problems; maintaining workstation and LAN performance; remote/on-site diagnosis of technical problems.

Field Technical Specialist Representative – Job Duties:

  • Interact with customers to provide and process information in response to inquiries, concerns
  • Provides answers to clients by identifying problems; researching answers; taking corrective steps
  • Gather customer’s information and determine the issue by evaluating and analyzing the symptoms
  • Improves system performance by identifying problems; recommending changes
  • Identify and escalate priority issues per Client specifications
  • Updates job knowledge by participating in educational opportunities; maintaining personal networks
  • Deliver service and support to end-users using via remote connection or over the Internet or on-site field visits
  • Diagnose and resolve technical hardware and software issues
  • Follow standard processes and procedures
  • Redirect problems to appropriate resource
  • Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business
  • Organize ideas and communicate oral messages appropriate to listeners and situations
  • Follow up and make scheduled call backs to customers where necessary

Field Technical Specialist Skill and Knowledge Qualifications:

  • Knowledge of customer service principles and practices
  • Proper phone etiquette
  • Ability to speak and write clearly and accurately
  • Knowledge of software computer applications and equipment
  • Effective listening skills
  • Willingness to co-operate with others and work to the greater good
  • Multi-tasking capabilities

Field Technical Specialist Competencies:

  • You make customers and their needs a primary focus of actions; developing and sustaining productive customer relationships
  • Exemplary Attendance and Punctuality
  • Maintains effectiveness when experiencing major changes in personal work tasks or work environment; adjusts effectively to work within new work structures, processes, requirements, or cultures
  • Focuses and guides self and team members in accomplishing work objectives
  • Interacts with others in a way that gives them confidence in one’s intentions and those of the organization
  • Identifies and understands issues, problems, and opportunities; compares data from different sources to draw conclusions; uses effective approaches for choosing a course of action or developing appropriate solutions; and takes action that is consistent with available facts, constraints, and probable consequences
  • Handles stress in a manner that is acceptable to others and to the organization
  • Possesses, acquires, and maintains the technical/professional expertise required to do the job effectively and to create effective customer solutions.  Technical/professional expertise is demonstrated through problem solving, applying technical knowledge, and product and service management for the functional area in which employee operates.
  • Actively appreciates and includes the diverse capabilities, insights, and ideas of others and working effectively and respectfully with individuals of diverse backgrounds, styles, abilities, and motivations.
  • Sets high standards of performance for self; assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposed.

Field Technical Specialist Skills/Qualifications:

  • Diploma or Degree in a Computer related area of Study (or 3 years relevant experience)
  • Self-starter
  • Problem solver
  • LAN Knowledge
  • Strong verbal and written communication skills
  • Phone Skills
  • Operating systems
  • Customer Service
  • Quality focus
  • PC proficiency
  • System administration
  • Help desk experience (Asset)
  • Remote Management and Monitoring experience (Asset)
  • Microsoft, VMWare, Cisco, Veeam Certifications (Asset)

 Compensation:

  • Base Compensation:                     $35,000 -$60,000 (based on experience and qualifications)
  • Pension Plan:                                Available after 2 years of employment
  • Health and Medical Coverage:      Available after 90 days
  • Auto Expenses:                             Compensation paid by KM, varies monthly (tied to fuel prices)
  • Training:                                         Approved certifications will be reimbursed upon successful completion

Download as a PDF:   Field Service Representative

 

 

 

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