Field Support Technician

CG Tech Services is a growing IT solutions firm focused on small and medium sized businesses of 5-1,000 computers. We provide comprehensive IT solutions, including Windows servers, custom and private cloud, cybersecurity, and regulatory compliance solutions.

Most of our clients are in the Greater Seattle Area. We use several remote access technologies to provide fast and cost-conscious assistance and to reduce the environmental impact of driving.

We're looking for humble, motivated, and emotionally intelligent people to join our team.

The Field Support Technician role is a key contributor to the success of our team. This role provides friendly, professional, and reliable service to our clients by quickly and proactively resolving incidents in their IT environments on time and on budget. The Field Support Technician role will be based on our Seattle Office and will be responsible for addressing requests both remotely and onsite at client sites so must be comfortable with face-to-face interactions. The position is a full-time position of 40 hours per week with after-hours work due to emergencies, projects, and maintenance activities.

Requirements

• Clear verbal and written communication skills, with the ability to relay technical information to non-technical audiences.
• Exemplary customer service skills, preferably with experience supporting external clients.
• Must be detail-oriented; provide consistent and timely follow-through and documentation.
• Willingness to develop professionally.
• Must provide your own, non-shared, reliable transportation to drive computers/servers/networking equipment between office and clients' offices.
• Able to carefully lift servers and equipment weighing up to 50 pounds.
• Ability and willingness to assist with basic office duties when needed. Being a small business, everyone chips in when it comes to taking care of the office.

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Duties:

• Act as a helpdesk for our clients on workstations, servers, cloud, and networking equipment.
• Participate in weekly 24x7 on call rotation to respond to client emergency requests after normal hours and on weekends.
• Travel onsite to troubleshoot issues, deliver equipment, and assist clients onsite at their office locations.
• Operate as part of the team responsible for the continued maintenance, operation, and security of client systems.
• Implement support tools and automation required to deliver on SLAs.
• Use ticketing system to manage schedule and workload and to compile detailed notes.
• Answer phones to assist clients live with technical issues.
• Provide expert recommendations for system upgrades, replacements, and new service additions to assist with client issues or holes in services.
• Implement, maintain, and upgrade client and business systems and services.
• Attend training and pursue certifications as required.
• Assist with general office duties.
• Other duties as assigned.

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Required Qualifications:

• Minimum 2 years' experience supporting and managing Windows Server, M365, and Windows client operating systems.
• Strong customer service background
• Strong desire to learn and troubleshoot a wide variety of technical issues.

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Preferred Qualifications:

• Network+ Certification
• Previous MSP Experience
• Working knowledge of the following technologies:
• Server hardware
• Microsoft Hyper-V Server
• Windows Server OS
• Microsoft/Office 365 Management
• Windows Active Directory
• Desktops/laptops/smartphones/tablets
• Microsoft Office applications
• BDR systems and cloud backups
• ConnectWise Manage or similar PSA software
• ConnectWise Automate (LabTech) or similar RMM software
• SOPHOS Products (Firewalls, AV, etc.)
• macOS / iOS

Benefits

Our benefits package includes medical, dental, and vision insurance, Paid Time Off (PTO), 7 paid holidays, and a 4% company-matching 401(k) retirement plan.

Compensation range for this role is between $34,320 to $98,000 per year.

Cultural Fit Considerations:

Please be aware that we are a progressive company with LGBTQIA+ team members and clients. We respect and honor many forms of diversity, equity, and inclusivity and as such, we wish to be explicit in informing you of an important aspect of our team and clients.

Equal Employment Opportunity Policy:

We prohibit discrimination with respect to the hiring or promotion of individuals, conditions of employment, disciplinary and discharge practices, or any other aspect of employment on the basis of sex, race, color, age, national origin, religion, disability, marital status, sexual orientation, gender identity, pregnancy, veteran status, or any other basis of discrimination prohibited by applicable local, state, or United States of America federal law.