Field Technician II

YOU MUST BE IN THE OKC AREA WITH RELIABLE TRANSPORTATION TO BE CONSIDERED FOR THIS ROLE

Position Overview

Responsibilities

• Provide day-to-day troubleshooting and technical support for desktop, server, and network-related issues.
• Perform remote and onsite diagnostics and repairs of hardware and software systems.
• Lead and participate in various IT projects such as hardware upgrades, migrations, and network installations.
• Ensure customer satisfaction by proactively identifying potential issues and resolving them efficiently.
• Document troubleshooting and resolution steps in our service management platform (ConnectWise or similar).
• Communicate effectively with the customer to build trust and ensure they feel heard and supported.
• Serve as the primary point of contact between the customer and the internal team, ensuring a smooth service delivery.

Qualifications

• Solid knowledge of cloud platforms, data migration, cybersecurity, networking skills, and infrastructure as code (IaC).
• 5+ years of experience in desktop, server and networking support.
• Strong knowledge of Windows 10/11, Windows Server 2016 and newer, Active Directory, DNS, DHCP, and networking protocols.
• Experience with troubleshooting VPNs, firewalls, and network infrastructure.
• Familiarity with IT service management tools (e.g., ConnectWise, Autotask).
• Educational background in computer science or a related field, along with relevant experience and training.
• Familiarity with cloud computing tools such as Amazon Web Services (AWS), Microsoft Azure, Google Cloud Platform (GCP), and other leading cloud providers.
• Experience with management solutions like SharePoint, Teams, OneDrive, customer self-service solutions, and real-time traffic management.
• An outside-the-box mentality to be able to assess a network infrastructure, provide recommendations for improvement to meet modern-day best practices and client needs, while maintaining a security-conscious and cost-conscious mindset.
• Strong verbal and written communication skills with the ability to communicate complex technical concepts to non-technical users.
• Empathetic approach to interactions, ensuring customer needs are prioritized.
• A personality that aligns with customer service, where making the customer feel valued is a priority.
• Proactive problem-solving with a customer-first mindset.
• Focus on building long-lasting relationships with customers.
• A collaborative mindset to work effectively both onsite and remotely.
• Ability to manage multiple issues simultaneously and maintain strong attention to detail.
• Project management experience is a plus.
• Ability to work independently and manage time effectively.
• Strong verbal and written communication skills, along with the ability to collaborate with clients and team members.
• Willingness to adapt to rapidly changing cloud technologies and user needs that drive technological innovation.

Benefits

• Flexible PTO program
• 3.5% 401k match
• Health, Vision and Dental benefits.

Work Environment and Physical Demands

• Ability to work in varying environments, including outdoor settings and different weather conditions.
• Capacity to stand for extended periods and work at heights when necessary.
• Capability to lift, move, and handle equipment and hardware weighing 30 to 50 pounds, occasionally over 50 pounds with assistance.

This role will be hybrid, in Oklahoma City Metro area.