Description

About the role

As a Field Services Technician, you will make an impact by providing onsite hands-on technical support - troubleshooting hardware, software, and network issues, supporting end-user devices and infrastructure, and keeping client locations running smoothly. You will work collaboratively with the Service Desk, third-party vendors, and client support organizations to deliver reliable, responsive technical support.

In this role, you will:

• Perform onsite troubleshooting and resolution of hardware, software, and network issues for end-user devices and infrastructure - including MACDs, hardware installs/upgrades, server and storage reboots, and post-deployment validation.
• Provide "Smart Hands & Feet" audio/visual and conference room support, including video endpoints, meeting room panels, and telepresence systems, while coordinating third-party AV installation projects.
• Manage the end-to-end OEM warranty and RMA process - opening trouble tickets, obtaining RMA numbers, packaging and tracking defective parts, and installing repaired or replacement equipment.
• Configure, deploy, and maintain end-user device software and hardware, including OS settings, security/VPN/encryption configurations, patch deployment, and decommissioning of retired equipment.
• Coordinate with the Service Desk, third parties, and client support teams to escalate and resolve tickets, guide end users through issues, and support onboarding and VIP walk-up requests.

What you need to have to be considered

• Hands-on experience troubleshooting and resolving hardware and software issues on end-user devices, printers, and peripherals
• Working knowledge of Windows OS, Microsoft Office, and common end-user software (e.g., Adobe Creative Cloud) in a support environment
• Working knowledge of networking fundamentals, with the ability to support connectivity, VPN, and access-related issues
• Comfort performing physical, onsite work such as device installation, hardware upgrades, equipment/rack surveys, and OEM warranty or RMA coordination
• Strong customer service skills, with the ability to communicate clearly with end users, escalate appropriately, and document work in a ticketing system

These will help you stand out

• Experience supporting audio/visual and video conferencing systems, such as telepresence or meeting room panels
• Familiarity with asset decommissioning and OEM warranty/RMA workflows
• Experience coordinating with third-party vendors or managed service providers
• Familiarity with BIOS/OS configuration and endpoint security tools (encryption, authentication)
• Experience supporting VIP or executive-level end users

We're excited to meet people who share our mission and can make an impact in a variety of ways. Don't hesitate to apply, even if you only meet the minimum requirements listed. Think about your transferable experiences and unique skills that make you stand out as someone who can bring new and exciting things to this role.