TECHNOLOGY SERVICE TECHNICIAN

Job Title : Technology Service Technician

Department : Service IT

Service Reports to (Title) : Team Lead

Date : 07 / 18 / 2025

BASIC FUNCTION

Primary Responsibility : The Technology Service Technician (TST) is responsible for remote and on-site installation, maintenance and repair of customer IT network and telephony products and systems, which may include network infrastructure hardware (i.e. Servers, Workstations, Racks, Routers, Firewalls, and Backup Solutions) and software networked configurations. TSEs are a vital link to the sales organization, in providing sales lead opportunities and / or feedback based on customer usage, change in business needs and other areas of Tech Services focus.

WORK PERFORMED

• Maintains a high level of customer satisfaction and responsiveness to all business needs.
• Responsible for responding to service calls generated by the Network Operations Center (NOC), which carry the highest priority of all dispatched calls. TSTs will contact the customer immediately to provide confirmation of the dispatch and an arrival time.
• Complete network assessment and all associated forms
• AI Assist ensures high-level customer satisfaction by providing end-user training on implemented solutions and advising customers on preventative maintenance procedures and configurations that may impact product and network performance.
• Providing consultative assistance for complex network issues that involve output devices (printers) and document management software.
• Ability to use experience and independent judgment to handle unique and sometimes complex situations.
• Depending on technical expertise and certifications, TSTs may be required to assist with projects outside of their immediate areas of responsibility.
• Communicate status updates, concerns or observations, and any client communications to Manager; daily.
• Utilize sophisticated diagnostic tools, service aids, product schematics, and any other available product information in the assessment and resolution of network equipment failures.
• Maintain their technical certifications, as well as obtain the expertise and knowledge on product & solution training specific to the needs of their function.
• May assist in the development of associate level employees on IT Services offerings and solution identification to help improve / increase their proficiency and effectiveness in the application of diagnostic techniques and solutions.
• Provide comprehensive technical support on advanced technologies in the IT network environment and can assist in the development and delivery of technology and skills development seminars.
• Perform other duties as required.

EDUCATION REQUIREMENTS

EXPERIENCE REQUIREMENTS A minimum of 2 year experience in designing, installing, configuring, administering and troubleshooting network or telephony systems is preferred. Experience required in the following areas :

Additional skills required :

WORK ENVIRONMENT

SPECIAL REQUIREMENTS

BUDGET RESPONSIBILITY

Requirements

Preferred to Have : ISC2 Certified

Comptia A+

Comptia Network+

Comptia Security +

MS 365 Certified, AZ-900, MS-900, SC-900

Fortinet NSE Certified

WatchGuard Certified