Field Service Technician - SHI International Corp.

Job Summary

SHI has an exciting opportunity as a Field Service Technician. This position requires daily travel to various customer sites and work in an on-call environment. The Field Service Technician needs to have extensive experience in hardware and software related troubleshooting and resolution of issues. They will support a contract with a customer, which involves resolving tickets and traveling to various locations to perform Break/Fix tasks.

This position will report to the Manager of Operations and requires  on-site support at Customer locations and travel to Customer stores in Northeast U.S.

About Us

Since 1989, SHI International Corp. has helped organizations change the world through technology. We’ve grown every year since, and today we’re proud to be a $14 billion global provider of IT solutions and services.

Over 17,000 organizations worldwide rely on SHI’s concierge approach to help them solve what’s next. But the heartbeat of SHI is our employees – all 6,000 of them. If you join our team, you’ll enjoy:

• Our commitment to diversity, as the largest minority- and woman-owned enterprise in the U.S.
• Continuous professional growth and leadership opportunities.
• Health, wellness, and financial benefits to offer peace of mind to you and your family.
• World-class facilities and the technology you need to thrive – in our offices or yours. 

Responsibilities

Include but not limited to:

• Drive to customer sites
• Manage incoming calls from the main helpdesk
• Call back the users within the SLA window
• Troubleshoot the issue remotely
• Communicate resolution activities required and timeline
• Complete any order process for parts
• Dispatch if necessary to site for resolution
• Update ticket and close
• Communicate any further action required to team or management
• Ability to work independently as well as part of a team
• Extensive travel to sites may be required
• Work on IT projects as assigned
• Perform these tasks for hardware ( Lenovo, HP, Dell, Apple), software ( Windows and iOS based) and printers ( Lexmark and HP)

Qualifications

• High School Diploma or GED
• A+ Certification 
• 2+ years’ experience in the IT Industry
• Must pass a background check and have a valid drivers license
• Previous experience in PC repair, POS, networking and mobile devices preferred

Required Skills

• Ability to work independently in the field and in a team without constant supervision
• Ability to follow and execute set processes and procedures
• Must have excellent customer service skills
• Must be able to work flexible schedules including on-call, nights, weekends, and holidays as scheduled
• Ability to maintain Network and IT infrastructure
• Strong problem solving, organizational and time management skills
• Execellent communication skills

Preferred Skills:• Knowledge of Ivanti (aka LANDesk)• Knowledge of Windows 7, 8, 10, and 11• Knowledge of Apple iOS• Knowledge of Cisco Networking• Knowledge of Windows Server 2016, 2019, and 2022

Certifications Required

• A+ Certification must be maintained during employment
• State(s) Weights and Measures certification (preferred)

Unique Requirements

• Position requires 75% travel
• Ability to lift 50 lbs.

Additional Information

• The estimated annual pay range for this position is $40,000 - $55,000 which includes a base salary and bonus. The compensation for this position is dependent on job-related knowledge, skills, experience, and market location and, therefore, will vary from individual to individual. Benefits may include, but are not limited to, medical, vision, dental, 401K, and flexible spending.
• Equal Employment Opportunity – M/F/Disability/Protected Veteran Status