Techromatic Incorporated
Position Title: IT Field Engineer
(Graduate student job opportunity – part time, $30/hour)
About Techromatic
Techromatic is an IT consulting company based in New York City. We believe in helping people get the most out of technology in their lives and at work. We work with clients in a variety of industries, including financial services, legal, medical, real estate, and professional services.
Purpose and Mission of Role
The IT Field Engineer is a member of Techromatic’s support team, which provides coordination and resolution of customer tech support issues that come into our Helpdesk system, as well as helping with short-duration client projects. The Field Engineer may also be called upon as needed to work on parts of larger IT implementations and projects we perform for
clients.
Job Description
As a member of the Helpdesk group, the Field Engineer will help business clients resolve issues with PC and Mac hardware and software, workstations and servers, cloud services, and web applications, in order to enhance and enable their work and productivity. Helpdesk support is delivered via both remote login as well as personal on-site, one-on-one service. Techromatic’s clients are mostly SMB’s, ranging in size from 10-100 employees, across a variety of industries.
Our ideal candidate is someone who has the ability to understand our client’s business environments at the macro as well as the micro levels, and who can communicate effectively and easily with our end users in a friendly, informative, and empathetic manner.
Essential Responsibilities
• Create and maintain a good working relationship with our clients, and the employees who work at our clients’ offices
• Assess and solve client incidents and requests presented to our Helpdesk system
• Provide accurate, clear, and timely status and timesheet updates according to procedure
• Ensure adherence to Techromatic’s support workflow process
• Ensure clean handoffs between other members of the team with customer issues
• Keep all client documentation organized and up to date as it changes
Required skills & job knowledge
• Software installation and configuration on Mac and PC servers and workstations
• General troubleshooting of software/hardware issues
• Ability to clean up and recover from virus/malware infections
• Installation and configuration of new PC peripherals including printers, monitors, handheld devices, etc
• Help with internet connectivity, networking of devices, and email problems
• Patience and empathy to understand the customer’s technical problem and emotional state
• Ability to multi-task
• Ability to understand the scope of an issue and how that issue affects the user, department, and customer’s business at large
• Ability to be solution-oriented and work to fix the person’s problem, not just the technical problem
Additional Skills/Competencies
Professional Knowledge – the Field Engineer will draw on Techromatic and other industry experience to evaluate and solve problems. High competence in the use of Techromatic’s systems as well as ability to research, comprehend and communicate issues pertaining to client requests required.
Work Ethic/Dependability – High reliability, flexibility and consistency are required in this role.
Teamwork – The Field Engineer will work to coordinate incident resolution and client communications with minimal direct supervision. A clear understanding of internal Techromatic processes and roles is required.
Communication – High degree of competence in oral and written communication is required to provide clear response to clients and to facilitate the internal coordination ,of resources for incident resolution. Must also demonstrate correct and appropriate use of communications methods – i.e. phone, IM, email.
Client Servicing – Must develop and maintain relationships with Techromatic clients and act as an Techromatic’s ‘Ambassador’ in all client interactions. Maintain a helpful and professional demeanor. Be on the lookout for additional opportunities for improvements at client sites, and let your manager know if you identify them, as these can turn into new business opportunities for Techromatic.
Leadership – Exhibits accountability and follow-through in all actions.
Problem Resolution – working with clients and co-workers to assess the level of the issue and then establish strategy for resolution.
Additional Information
As a member of the Techromatic Support Team, the Field Engineer will span a broad range of tasks including self-assigning tickets as they enter the queue, solving client incidents, coordinating client service requests, and participating in severe outage resolution teams as needed. The role requires full availability during assigned work hours with access to the computers and tools necessary to achieve success in the position.
Standards
• All work will be performed according to company policies and standards, as well as in the spirit of the company’s strategic objectives.
• Behavior will be professional, courteous, and respectful at all times.
• New ideas and suggestions are always welcome.
• All proprietary company information will be held as strictly confidential outside the company.
• Immediate manager will be notified of any issues that cannot be resolved, or deadlines that cannot be met within a reasonable time frame, and before the deadline has arrived.
• The company’s dress code will be followed at all times.
To apply for this position please email your resume and any other information that would make you stand out as a great candidate to: paul@techromatic.com