Tier 1- Field Technician

SomethingCool is currently seeking a friendly, eager, and qualified individual to augment our service department. This position will be a part of the service team, and report directly to the Director of Services. Primary responsibilities will be:

1. Help Desk/Tier 1 Remote Support
   1. Answer technical support queue calls
   2. Monitor, classify, prioritize and assign/schedule new Help Desk tickets coming in
   3. Narrow down the specific issue with client
   4. Resolve issues quickly if possible
   5. Escalate tickets as required to Tier 2/3/Specialists
2. Dispatch
   1. Learn the skill sets/specialties of all team members, and assign tickets to appropriate resources
   2. Schedule resources to work on tickets, working around other items already on the calendar, and taking into account priorities and time-sensitive issues.
   3. Be aware of the location of team members in case an on-site dispatch is needed
3. Field Technician
   1. On-site visits, when required, to client locations in order to troubleshoot/repair when remote resolution is not possible

For the Service Department to operate as a Team, it is vital for each member to possess strong communication and documentation skills. Each team member is encouraged to think independently and creatively, but within the framework of the team. In this way we share a common pool of knowledge and skills, and present a unified “face of SomethingCool” to our clients.

Each member of the Help Desk must understand that they represent SomethingCool, and be able to remain both friendly and professional in all dealings with clients and users.

Candidates for this position must have strong intuitive technical skills, and be able to adapt to changing technologies rapidly. Candidates must have a strong desire to learn, the ability to learn independently, and have strong research and problem-solving skills. Candidates must also have strong time-management skills, and an understanding that thorough documentation is part of the job.

SomethingCool provides Managed IT Services to a wide variety of clients, with vastly different needs and expectations. Candidates for this position must understand that they are effectively supporting many different networks, and are not just part of one IT department.

Qualified candidates should submit their resume and cover letter to careers@somethingcool.com. 

SomethingCool.com is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to gender identity and expression, race, color, religion, sex, national origin, sexual orientation, age, disability, ancestry, marital status, military or veteran status, or any other characteristic protected by law.