The IT Support Technician role at Advent Global Solutions, Inc. provides on-site support for software, hardware, networking, desktops and laptops, and servers at customer sites and/or depot locations. The position focuses on installation, troubleshooting, maintenance, disk replacement, and ticket follow-up to support Service Level Agreement (SLA) targets.

Key Responsibilities

Set up computer hardware and perform basic hardware and software troubleshooting.
Provide support for software, hardware, and networking for desktops, laptops, and servers.
Maintain and support legacy products, including Core and server products.
Perform disk replacement on enterprise storage products.
Install and maintain PCs, along with associated software, networks, servers, and peripherals.
Support network products from operational and maintenance perspectives.
Perform installs, moves, adds, and changes as required.
Test and certify PCs, networks, servers, and client-approved applications.
Provide follow-up for problems and support escalations as needed.
Maintain a high degree of professionalism in actions, demeanor, and dress.
Ensure customer satisfaction throughout the service delivery transaction.
Ensure client-specific Service Level Agreements are met, and update incident and request tickets in the ticketing system accordingly.

Work Scope and Direction

As a Field Engineer 3, you will perform activities related to installing, diagnosing, maintaining, and servicing computer-related products, including desktop and laptop computers, printers, network devices, standard software, and low-end servers. Assignments may occur at customer sites and/or depot locations.

You will be directed by Help Desk, Service Desk, or through scripted processes using standard methods, techniques, and tools. Where issues cannot be resolved by service desk, you will apply personal knowledge to troubleshoot and support product needs. Assignment complexity may range from troubleshooting and repair to more difficult device repair, including reloading and re-imaging PCs and laptops, as well as installing and optimizing hardware and software networking products.

Location and Schedule

Work location: In person
Location: Groton, CT (onsite)

Salary

USD 20 - 25 per hourly

Requirements

1-3 years of computer support experience, with basic hardware and software skills.
Good work ethic and good organizational skills.

Experience

IT support: 2 years (Required)
Software deployment: 2 years (Preferred)
Computer hardware: 2 years (Preferred)

Certifications

CompTIA A+: Preferred

IT Support Technician

Job Description