Job description

This position is for a Computer and Network Field Technician / Installer at Silicon Plains, LLC (SP). The primary focus of this position will be to go on site and install computer hardware and networking equipment. You will also get to troubleshoot end-user issues with hardware and/or software on workstations, servers and networking equipment. On-site work is required for this position.

This position will also perform a lot of prep work on equipment before going onsite.

Please keep reading because there's more info below!

The field support team works out of our office in Lone Tree. Our field support hours are from 8 am to 5 pm; in this position, you would be starting at 8 am. Our field tech team utilizes company vehicles and spends a lot of time communicating and collaborating with other teams such as the support-desk team.

SP supports thousands of users in multiple states. This position will be supporting customers in and around Colorado. We are primarily focused on supporting small to medium-sized businesses in the medical community. We have long-term contracts with all of our clients that we support so you will get to know these customers and you get to be the hero over and over again – it will not be a random consumer needs help.

Field support will consist of on-site troubleshooting along with the help-desk team. You resolve the issue quickly and correctly then you get to be the hero.

Installations may consist of network cabling, network hardware installation, computer and server hardware installation.

We use a ticketing system at SP. All work done by the team must be thoroughly documented in our ticketing system which captures time per ticket as well (automatically while the ticket is open). There are four ways a ticket gets opened: 1) a client calls in to the help desk team documents the issue in a ticket 2) a client emails an issue in so the system creates a ticket automatically 3) our remote monitoring and management tool creates a ticket automatically 4) other teams within SP may submit tickets – field tech teams for example. Since you will be typing a lot, it’d be beneficial if you were excellent at typing quickly on a laptop. Since our clients will be seeing what you type in a ticket, it would be great if you wrote well and with proper grammar. We like our ticket count to be in the single digits at all times. In order to accomplish this, the field tech team must be able to solve issues quickly – 8 hours or less is preferable. This also means that the field tech team should resolve issues according to our best practices so that the problem does not occur again.

Here are some examples of what we help our clients with:

• Changing network configurations as needed on switches, routers, firewalls, and wireless access points
• Network connectivity
• Remote access
• Internet and phone outages
• Email setup and troubleshooting
• Installing and setting up hardware and software
• Low voltage cabling
• Solving complex issues with line of business applications
• Assisting clients with standard user issues such as logging in, printing, scanning, and email
• Diagnosing hardware and software problems
• Recovering lost or deleted files
• Virus and malware remediation
• Assisting vendors with network and/or software integration issues
• Troubleshooting drivers for line of business specific peripherals

You may be wondering how we do such a great job managing all our client’s network. We use various high-end tools to track changes and document network client networks. This allows the field tech team to consistently document and communicate configurations to the rest of the team.

At SP we have the following core values:

• Enjoy Life
• Continuous Improvement
• Respect and Honesty
• Willing to Fail

Our ideal candidate should: be kind, exhibit patience, sincerely want to help people, and be a great problem solver.

SP is a fast-growing business with a laid back and fun work environment. The office is stocked with free soft drinks. Management often buys lunch for everyone. Cell phones are provided by SP for business and personal use if wanted. The clothing attire is casual - jeans, and polo shirts. Polo shirts with the company logo are provided by SP. This salaried position includes benefits, paid holidays and paid vacation.

Basic Qualifications

• Candidate must have excellent oral and written communication skills
• Experience with small business networks and firewalls
• Experience with workstation and server hardware components
• Low voltage cabling experience

Typical Minimums

• CompTIA A+ Certification or similar
• Associates degree in related discipline
• 3.0 GPA or higher

Benefits

• Health and Dental
• Paid Time Off (Vacation/Sick)
• Company Vehicle
• Bonuses

Job Type: Full-time

Pay: $48,000.00 - $55,000.00 per year

Benefits:

• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Professional development assistance
• Vision insurance

Schedule:

• Monday to Friday
• On call

Supplemental pay types:

• Bonus pay

Work Location: One location

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