Field Technician en Pomeroy

Field Technician III

Summary

As a Field Technical Support Representative III, you will serve as a senior-level technical resource responsible for complex IT support tasks at customer sites. This role requires deep expertise in troubleshooting enterprise hardware and software, mentoring junior staff, and managing escalated support issues. You will act as a trusted advisor to clients, ensuring service excellence and driving continuous improvement across field service delivery operations.

Key Responsibilities

• Provide advanced on-site support for end-user devices (PCs, laptops, mobile devices), enterprise printers, and server hardware.
• Troubleshoot and resolve complex technical incidents involving hardware, software, networking, or integrated systems.
• Lead the deployment and coordination of large-scale refreshes, site moves, or infrastructure upgrades.
• Serve as an escalation point for Field Support Reps I and II; provide mentoring and technical guidance to junior technicians.
• Coordinate with remote support teams, engineering groups, and vendors to drive root cause resolution and customer satisfaction.
• Maintain accurate service records in ITSM systems (e.g., ServiceNow), and ensure SLA compliance.
• Collaborate with service managers and client stakeholders to recommend and implement process or technical improvements.
• Support IT asset management, inventory tracking, and compliance initiatives at the site or regional level.

Qualifications

• Associate or Bachelor’s degree in Information Technology or related field (or equivalent experience).
• 4–6+ years of progressive experience in field service support, desktop engineering, or enterprise IT operations.
• Expert knowledge of Windows OS, endpoint management tools, networking fundamentals, and printer technologies.
• Strong working experience with device imaging, break/fix services, software deployments, and remote troubleshooting.
• Experience with ITSM platforms (ServiceNow, BMC Remedy), MDM, and asset management tools.

Preferred Certifications

• CompTIA A+, Network+, or Microsoft Certified: Modern Desktop Administrator Associate.
• OEM certifications (HP, Dell, Lenovo, Lexmark, etc.).
• ITIL v4 Foundation Certification.

Additional Requirements

• Ability to travel to customer locations within assigned territory.
• Capable of lifting and transporting equipment up to 50 lbs.
• Flexible to support after-hours or on-call rotations based on customer needs.

#LI-DNI