Field Service Technician - Cbiz
Rutland, VT
About the Job
CBIZ, Inc. is a leading professional services advisor to middle market businesses and organizations nationwide. With unmatched industry knowledge and expertise in accounting, tax, advisory, benefits, insurance, and technology, CBIZ delivers forward-thinking insights and actionable solutions to help clients anticipate what's next and discover new ways to accelerate growth. CBIZ has more than 10,000 team members across more than 160 locations in 21 major markets coast to coast.
CBIZ strives to be our team members’ employer of choice by creating an environment where team members are appreciated, recognized for their contributions, and provided with opportunities to grow, both personally and professionally, throughout their careers.
CBIZ Network Solutions delivers onsite technical support to Edward Jones home and branch offices across the U.S. and Canada. As a trusted Edward Jones partner, we prioritize exceptional customer service while troubleshooting and repairing computers, printers, telephones, and other technical components. Additionally, our team supports Edward Jones with project coordination, process management, and software solutions whenever needed.
Position Overview
Field Service Technicians are responsible for installing, upgrading, and maintaining both primary and backup branch connectivity, as well as site infrastructure, including network hardware, computers, telephones, printers, and cabling. They manage maintenance, IMAC (Install, Move, Add, Change) tasks, and various projects while ensuring compliance with SLAs, rollout schedules, and deadlines. Field Service Technicians support Edward Jones branch offices, vendor sites, and home FA locations within their assigned territory. Field Service Technicians must remain adept with evolving technologies and provide client training on newly implemented systems.
Essential Functions and Primary Duties
- Work independently to efficiently and effectively complete maintenance, project, and IMAC calls within deadlines.
- Provide backup coverage for neighboring service areas when needed.
- Monitor and manage the ticket queue, assuming ownership of tickets in assigned area and following up to resolution in accordance with SLAs.
- Schedule ETA (Estimated Time of Arrival) commitments in alignment with client preferences, ensuring safe and timely arrival.
- Perform ticket updates, including entering relevant dates, times, resolution codes, hardware usage, and other pertinent details.
- Maintain compliance with Asset Management duties, including timely asset transactions, proper equipment packaging, and up-to-date shipping logs.
- Provide timely technical support to clients with minimal disruption to their daily operations.
- Maintain a current inventory of required parts and tools, ensuring they are readily available for client visits.
- Stay familiar with documentation, and tools necessary for on-site and remote repairs.
- Schedule and have maintenance completed for company vehicles per manufacturer and CBIZ Network Solutions specifications.
- Troubleshoot, repair, and upgrade voice, data, and AV hardware, including network equipment, desktop terminals, monitors, printers, telephony devices, and cabling.
- Operate a company vehicle for transportation to and from work assignments.
- Deliver excellent customer service, fostering trust and confidence in your technical expertise.
- Participate in additional projects and related work as needed.
- Carry and respond to a company-issued cellphone for on-call support as required.
- Capable of reading and reviewing information on computer monitors for prolonged durations.
- Maintain reliable high-speed internet access for work-related tasks.
- Ensure a clean and safe environment for equipment repairs as needed.
- Reside within the assigned territory to meet operational requirements.
- Physically able to engage in extended periods of walking, sitting, and standing as required.
- Perform physical activities such as bending, squatting, crawling, climbing, twisting, kneeling, and reaching at ground level and overhead.
- Ability to hold and grip objects securely for extended periods.
- Strong problem-solving abilities with keen attention to detail.
- Effective communication skills for both technical and non-technical audiences.
- Excellent time management and organizational skills to manage multiple tasks efficiently.
- Ability to work independently and collaboratively as part of a team.
- Physical ability to lift and transport equipment and perform tasks in various environments, including confined spaces.
- Associate’s degree from accredited college or technical school OR two or more years IT and/or field service experience.
- Able to use all related computer hardware and software.
- Able to use job related tools.
- Able to safely use step ladder.
- Able to lift and/or move up to 100+ pounds of equipment.
- Possess a valid driver's license in the employee's state of residence, allowing legal operation of a company vehicle.
- Provide documentation verifying a minimum age of 21 to meet company car insurance requirements.
- Maintain residence in assigned territory.