IT Field Technician

Sonwil Distribution Center Inc • West Seneca, NY

6d

About The Position

Sonwil’s Technology Services Group is actively searching for a skilled Technology Services Specialist to join our technology team. The candidate will provide frontline phone and ticket support to end-users on different hardware and software issues. The qualified candidate will act as the user/customer advocate for issues which must be escalated to other skilled staff. They will work alongside other IT Specialists in the team and report directly to the TSG Services Team Supervisor.

The qualified candidate will also be required to travel to our various local sites within Western New York to provide on-site service or setup/maintain equipment. As Sonwil Distribution Center continues to grow nationally, some overnight travel may also be necessary to install and support our facilities outside of the region.

The candidate must have a positive personality and be able to thrive in a fast-paced environment. Our company operates 24/7/365 and the Technology Services Specialist may need to provide after hours support via an on-call basis. They may also occasionally have to work unscheduled overtime or for scheduled projects that occur on weekends or holidays. Applicants must have reliable transportation, a valid driver’s license, be punctual, dependable, and be committed to working their assigned shifts.

Requirements

• Proven working experience in providing technical support.
• Proficiency in English.
• Strong Customer service orientation and communication skills.
• Attention to detail and a process oriented mindset.
• Must possess strong analytical skills and effective interpersonal and communication skills to interact with a wide range of users having different levels of computer expertise.
• Ability to troubleshoot and resolve problems or escalate to appropriate resources if unable to resolve.
• Ability to collaborate with other team members.
• Ability to plan daily activities within the guidelines of company policy, job description and supervisor’s instruction in such a way as to maximize personal output.
• Willingness to learn new concepts and skills and be able to utilize these new skills to provide support to staff.
• Knowledge of desktop, server, laptop, and thin client hardware and software including Microsoft operating systems Windows 10 and 11 and Server 2016, 2019, and 2022.
• Knowledge of Microsoft Office, Teams, Microsoft Exchange and Outlook.
• Ability to move/lift equipment (30-50lbs).
• Must be able to lift up to 40lbs
• Must have transportation to move between sites in the greater Buffalo area

Nice To Haves

• Basic SQL experience is desired but not required.
• Knowledge of Microsoft Active Directory including DNS and DHCP is desired.
• Knowledge of basic IP and networking concepts is desired.
• Knowledge of CAT6 cabling, terminating, tracing, and testing is desired but not required.
• IT technical training and industry certifications are desired but not required.

Responsibilities

• Provide the first level of both remote and in-person support for Sonwil and client organizations.
• Utilize excellent customer service skills to gather information necessary to track, route, and redirect requests to the correct resource.
• Ensure the proper recording, documentation, and closure of all requests while maintaining an open line of communication with the customer.
• Drive to different sites to perform scheduled maintenance or troubleshoot and resolve new issues.
• Perform routine equipment installs and move requests.
• Installation, configuration, and ongoing support of the company’s technology; including desktops, laptops, thin clients, printers, RF devices, VOIP phones, and other peripherals.
• Interact with third-party support and vendors when required to arrange repairs or replacement of defective or damaged parts and machines.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level