Field Technical Representative

(Territories Available in: Belleville, Cobourg, Kingston & Peterborough)

 Job Purpose:

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

Job Duties:

  • Interact with customers to provide and process information in response to inquiries, concerns
  • Provide answers to clients by identifying problems; researching answers; taking corrective steps
  • Gather customer’s information and determine the issue by evaluating & analyzing the symptoms
  • Improve system performance by identifying problems; recommending changes
  • Identify and escalate priority issues per Client specifications
  • Update job knowledge by participating in educational opportunities
  • Deliver service and support to end-users using a remote connection or on-site field visits
  • Diagnose and resolve technical hardware and software issues
  • Follow standard processes and procedures
  • Redirect problems to appropriate resources
  • Offer solutions 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

Competencies:

  • You make our customers and their needs a primary focus of your actions
  • Develop and sustain productive customer relationships
  • Exemplary attendance and punctuality
  • Maintain effectiveness when experiencing changes in personal work tasks or environment
  • Adjust effectively to work within new work structures, processes, requirements, or cultures
  • Focus and guide self and team members in accomplishing work objectives
  • Interact with others in a way that gives them confidence in one’s intention and the organization
  • Identify and understands issues, problems, and opportunities; compares data from different sources to draw conclusions; use effective approaches for choosing a course of action or developing appropriate solutions; and take action that is consistent with available facts, constraints, and probable consequences
  • Handle stress in a manner that is acceptable to others and the organization
  • Possess, acquire, and maintain 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.
  • Set high standards of performance for self; assume responsibility and accountability for successful completion of assignments or tasks; self-imposed standards of excellence rather than having standards imposed.

Skills and Knowledge Qualifications:

  • Diploma or Degree in a computer related area of study (or 3 years relevant experience)
  • 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
  • Willingness to co-operate with others and work to the greater good
  • Multitasking capabilities
  • Self-starter
  • Quality focus
  • Problem solver
  • LAN Knowledge
  • Strong verbal and written communication skills
  • Operating systems
  • PC proficiency
  • System administration
  • Help desk experience (Asset)
  • Remote Management and Monitoring experience (Asset)
  • Microsoft, VMWare, Cisco, Veeam Certifications (Asset)
  • Clean police background check

 Compensation:

  • Base Compensation:                    $35,000 -$50,000 (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 reimbursed on successful completion

Download this career as a PDF: Field Technical Representative

 

 

 

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