The Senior Field technician is responsible for providing high-level technical support for service incidents and requests in a professional and timely manner and for onsite service and support needs for our customers. This relates to all service incidents and requests pertaining to: servers, workstations, printers, networks, and vendor specific hardware and software.

Additional Duties and Responsibilities

• Improve customer service, perception, and satisfaction.
• Ability to work in a team and communicate effectively.
• Escalate service/project issues that cannot be completed within agreed service levels.
• Maintain specific knowledge of the customer and how IT relates to their business strategy and goals.
• Develop knowledge of the service catalog and how it relates to customer’s needs.
• Document internal processes and procedures related to duties and responsibilities.
• Responsible for entering time and expenses in the main business application as they occur.
• Work through a daily schedule that has been established through the dispatch process.
• Understand processes in the main business application by completing assigned training materials and blueprints.
• Enter all work as service tickets in the main business application.
• Review IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Advanced understanding of operating systems, business applications, printing systems, and network systems. Proficiency in Windows/Linux/Mac OS.
• Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care.
• Strong organizational, presentation, and customer service skills.
• Skill in strategic planning with an ability to think ahead and plan over a 6-12 month time span.
• Diagnosis skills of technical issues.
• Attention to detail and good problem-solving skills.
• Ability to multi-task and adapt to changes quickly.
• Technical awareness: ability to match resources to technical issues appropriately.
• Service awareness of all organization’s key IT services for which support is being provided.
• Understanding of support tools, techniques, and how technology is used to provide IT services.
• Typing skills to ensure quick and accurate entry of service request details.
• Self-motivated with the ability to work in a fast moving environment.
• Able and willing to put in overtime to resolve incidents and problem when this is required.
• Complete required courses to improve effectiveness in your job role.

• Secondary or high school diploma required.
• Comptia A+, Network+ and Server+ required.
• Certification in Microsoft, Linux, or Cisco is advantageous.
• Formal training in customer service is an advantage.
• At least one (3) years of experience in computer network support, desktop support, or a similar role.

• Competitive salary based on experience and qualifications.
• Health benefits included.
• Performance based incentives.
• On the job training & support where required.
• Access to international certification tracks.
• Flexible working environment and culture.
• Opportunity for advancement and career growth.

This job role has 2 levels. Junior and Senior Field Technician

Depending on your experience and certifications you will be placed in one of the two levels.

In order to perform the daily tasks efficiently and to a satisfactory level, CompTIA A+ and Network+ certifications are highly recommended and are mandatory for Senior Field Technicians. Also being proficient and knowledgable about ITIL and IT Service Management will improve your competitiveness in qualifying for this job role.

This job role compensation ranges (if hired in Suriname) from SRD 150.000 - 250.000 annually.