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Full-time Field Technician

at CCR in Cedar Rapids, IA


DEPARTMENT: Service Delivery

SUB DEPARTMENT: BIT

REPORT TO: BIT Service Manager

CLASSIFICATION: Exempt

LOCATION: Cedar Rapids, IA

EDUCATION: 2 years higher education and IT standard technology certification

EXPERIENCE: 2-3 years experience preferred

Circle Computer Resources, Inc. (CCR), recently named a “Great Place To Work”, is a privately held corporation founded in 1986, that provides Internet and Computer related services to large and small businesses nation-wide. CCR also specializes in content acquisition for media monitoring companies and being project managers for large organizations that are looking for highly trained MSP's. Located in Cedar Rapids, IA, CCR has been named to the Inc. 5000 Fastest Growing Privately Owned Companies in America the last 6 years. As we continue to expand and grow we are in need of additional employees that share the same values as CCR. Circle Computer Resources is an Equal Opportunity Employer.

CCR offers a unique family oriented work environment, a competitive benefit package with health, dental, and vision insurance, paid time off, paid holidays, 401k program, quarterly profit sharing, as well as a discounted gym membership. Additional perks working at CCR are short term & long term disability, life insurance, and the most unique perk of all is the free lunch provided by our executive chef each day to all employees. If you are interested in working at a Certified Great Place To Work apply today at https://ccr.bamboohr.com/jobs/. Also, be sure to read about our certified great workplace culture at http://reviews.greatplacetowork.com/circle-computer-resources-inc.

Position Overview

The Field Tech is responsible for all aspects of computer hardware and software at client locations. Technical elements of this position include identifying, troubleshooting, preventative maintenance and resolving escalated client issues or requests. The Field Tech completes all associated documentation and communication in a timely manner.

Responsibilities

Support external customers by monitoring network/service equipment for outages and performance issues.
Responds to telephone calls, emails and tickets within the established response guidelines.
Monitors ticket work queues to plan and coordinate tasks required.
Responsible for working within a ticketing system.
Provides high quality customer service.
Effectively use and maintain remote tools (knowledge base, FAQs, etc.) diagnose as appropriate.
Diagnose and configure on premises equipment and address configuration on hardware, network and software issues.
Resolve issues to meet SLA requirements and escalate if necessary.
Provide client with regular communication regarding status of repair/install including notification when repairs are complete.
Appropriately document and update documentation to processes, drawings and monitoring systems.
Achieve and maintain knowledge of all applicable products and services.
Troubleshoot the system problem and complete repair in a timely and efficient manner, insuring minimal recurrence of the problem and to avoid rework.
Exercise appropriate workflow and time management while maintaining client focus in all activities while driving client satisfaction.
Maintains ownership and follows through on all customer issues until those issues are resolved.
Escalate the service request to appropriate IT support for resolution if problem cannot be handled within provided time constraints.
Provides additional shift coverage when required.
Responsible for entering time and expenses in CCR systems as it occurs and submitting them for approval by the designated deadline.
Attend CCR-internal training seminars as required.
Continue to improve technical knowledge through on-going training and certifications.
Required to carry on-call responsibilities on rotating basis which may include occasional holidays.
Other duties assigned BIT Service Manager.
General Skills, Knowledge, and Abilities

Excellent written and oral skills; able to document calls and activities accurately and effectively.
Ability to work in a team and communicate effectively.
Excellent customer service skills.
Advanced analytical problem-solving approach.
Strong troubleshooting capabilities.
Ability to maintain records.
Advanced organizational and prioritizing skills.
Excellent decision-making ability even with limited information.
Thorough and resourceful in completing tasks independently.
Able to work in a fast paced environment.
Strong ability to define problems, collect data, establish facts, and solve practical problems in a timely manner.
Follow up on ticket resolution.
Ability to learn and gain a solid understanding of CCR systems.
Must have valid driver’s license and transportation available to travel to client sites.
Familiar with ITIL Foundations preferred.
Additional Technical Skills

CompTIA+ certification or comparable operational skills required.
Network+, Security+, and Microsoft certifications or comparable operational skills preferred.
Advanced understanding of DNS, DHCP, TCP/IP, printers, drivers, network connectivity, etc.
Advanced experience supporting network infrastructure and troubleshooting Firewalls, NTP, LDAP, SSL, VPN, etc., including Cisco ASA and SonicWALL.
Advanced experience providing IT support to small and mid-size businesses.
Basic understanding of routing and switching.
Experience with N-Able or similar remote management, asset management, AV agents, monitoring status of managed servers or workstations.
Mikrotik MTCNA certification or similar routing certification required.
Advanced understanding of Microsoft Exchange, Active Directory, SQL, SharePoint, Office 365.
Understanding of projects and project management.
Subject matter expert level understanding and skills with desktop support and troubleshooting.
Advanced understanding of VMWare including VSphere.
Work Environment/Physical Demands

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions: Employee will encounter moderate noise level.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit, stand, type, walk and hear. The employee is occasionally required to operate in cramped and confined spaces, and lift/carry up to 40 lbs.

Character Traits

Integrity

Adherence to moral and ethical principles

Fortitude

Mental and emotional strength in facing difficulty, adversity, danger or temptation courageously



Good judgment

Ability to make the best decision possible on the basis of an objective assessment of known information while resisting to influences of peer pressure

Truthfulness

Telling the truth, especially habitually


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Published at 05-15-2017
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