Field Technician 2 chez Pomeroy

Summary:

As a Field Technical Support Representative II, you will provide on-site and remote technical support for enterprise clients across a range of managed environments. This mid-level role focuses on delivering high-quality hardware and software support, maintaining service level agreements (SLAs), and ensuring exceptional customer satisfaction. You will serve as a trusted technical contact for client locations, performing advanced troubleshooting, system maintenance, and asset lifecycle activities.

Key Responsibilities:

·        Deliver on-site support for end-user devices, including desktops, laptops, printers, and mobile devices, as well as occasional support for server room equipment.

·        Troubleshoot and resolve complex hardware, software, and network connectivity issues.

·        Perform break/fix services, OS imaging, software deployment, upgrades, and configuration management.

·        Support device refresh projects, site relocations, and equipment installations following organizational standards.

·        Maintain accurate service documentation including incident logs, asset tracking, and customer updates using ITSM platforms (e.g., ServiceNow).

·        Act as a technical liaison between centralized support teams and client stakeholders.

·        Escalate unresolved issues to higher-tier support while maintaining ownership through resolution.

·        Adhere to ITIL practices in incident, request, change, and problem management.

·        Mentor junior field support technicians and contribute to knowledge sharing across the support team.

Required Qualifications:

·        Associate or Bachelor’s degree in Information Technology or a related field, or equivalent professional experience.

·        2–4 years of hands-on field support experience in a corporate or enterprise environment.

·        Strong working knowledge of Windows OS, hardware diagnostics, network troubleshooting, and device imaging.

·        Experience with enterprise-grade printers, mobile device management (MDM), and endpoint security tools.

·        Familiarity with ITSM tools such as ServiceNow and asset management processes.

·        Excellent interpersonal and communication skills to interact with clients and internal teams.

Preferred Certifications:

·        CompTIA A+, Network+, or Microsoft Modern Desktop Administrator Associate.

·        HP, Dell, or Lenovo OEM hardware certifications.

·        ITIL Foundation Certification (preferred).

Additional Requirements:

·        Valid driver’s license and ability to travel to client sites.

·        Ability to lift and carry equipment up to 50 lbs.

·        Flexibility to support after-hours or on-call requirements depending on customer needs.

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